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Abstract
This conceptual article aims to explore the process of providing hotel services in the context of requirements arising from the experience economy. Both the concept of experience marketing and the concept of customer experience management provided a theoretical framework for the discussion. Based on a review of literature and conclusions derived from hotel managers’ experiences, a research model is proposed, which may be of some importance for researchers, as it may serve as a basis for future studies relating to hotel services. On the other hand, as far as practitioners are concerned, this model may be a starting point for developing a range of hotel services that stand out in the market and fully meet the expectation of contemporary customers, who are orientated towards extraordinary experience. The developed model demonstrates that hotel services consist of many so-called touch points where experiences should be examined, and each of these moments of contact with the brand should be incorporated into an integrated process of hotel guest experience management.
Authors (2)
-
Marcin Gębarowski dr hab.
- Wydział Zarządzania Katedra Zarządzania Procesowego
Cite as
Full text
- Publication version
- Accepted or Published Version
- License
- Copyright (2018 Instytut Badań Rynku, Konsumpcji i Koniunktur)
Keywords
Details
- Category:
- Articles
- Type:
- artykuły w czasopismach recenzowanych i innych wydawnictwach ciągłych
- Published in:
-
Handel Wewnętrzny
pages 89 - 100,
ISSN: 0438-5403 - Language:
- English
- Publication year:
- 2018
- Bibliographic description:
- Gołąb-Andrzejak E., Gębarowski M.: Creating Hotel Services from a Perspective of Extraordinary Customer Experience// Handel Wewnętrzny. -., iss. 4(375) tom I (2018), s.89-100
- Verified by:
- Gdańsk University of Technology
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