Tourist attitude on luxury hotels

Abstract

The study is all about customers experience on the upscale hotels. The hotel industry is complex with particular reasons and opens up new frontiers in research on customer satisfaction. Respectively, customer service is the hotel industry's backbone that is used to be actual concept of industry itself. No matter the hotel businesses are big or not, a strong service-based philosophy is extremely importance to achieve business success level. The receipt of success in fostering high service quality of luxury hotel is to exhibit to customer that the hotel is serving the best facility they could offer by the best employee performance achievement through the most breathtaking views ever. For most people, hotel or hospitality service means entertaining guests with courtesy and warm, e.g the front desk is the hub of any guest transactions in a hotel to generate customers' problem-free at the beginning and end of cycle of services; housekeeping service is a vital and integral part of guest experience and satisfaction to being good infection prevention, healthy hygiene and cleanliness for guests, staff and visitors; security staffs maintain, safety and protective feeling for any individuals in a hotel, etc. The impact of these functions should not be under-estimated, but well collaboration and intercommunication to treat in-house guests such a family to absorb the feeling of home-away-from home. Therefore, the hotel' service quality especially in room division service is critical in shaping guest' pleasant memories of their stay. Different types of visitor segment regard to customer life cycle have various types of factors in a growth stage, and they unify to performance factors when the products and services mature. The diversity of guest market segments and booking channels have been charged by dynamic price strategy of hotel revenue management to maximize average room rate and occupancy percentage. The main objective of this study is to draw a theoretical framing of elements towards customer satisfaction and brand loyalty on the luxury hotel sector including guest online reviews, rate strategy and hotel website toward customer engagement behaviors through the process of perceived service quality. By integrating multiple marketing effort on brand attitude and customer focused, the multiple levels of customer satisfaction is related to perceptions of guests in order to be very affected in tourist arrivals and competitive performance of contemporary hotel industry. Specially, the conceptual model provides knowledge and recommendation to owners, managers, marketers, and practitioners to be more effective and efficient hotel and tourism management.