Guest experiences in hotels

What is it about?

This paper examines the role of customer experiences in creating positive customer behaviors in hospitality industry. The experiences of guests are divided between physical environment and social interactions and the impact of these dimensions on loyalty and recommendation behaviors were examined throguh a quantitative study.

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Why is it important?

This is one of the few stuides that adopts customer experience concept in hospitality industry. It has also applied on an internationally representative sample and managerial implications were suggested.