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Tourist attitude on luxury hotels

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dc.title Tourist attitude on luxury hotels en
dc.contributor.author Vo, Thi Nga
dc.relation.ispartof 14th Annual International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT)
dc.identifier.isbn 978-80-7454-730-0
dc.date.issued 2018
dc.citation.spage 261
dc.citation.epage 275
dc.event.title 14th Annual International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT)
dc.event.location Zlín
utb.event.state-en Czech Republic
utb.event.state-cs Česká republika
dc.event.sdate 2018-04-25
dc.event.edate 2018-04-25
dc.type conferenceObject
dc.language.iso en
dc.publisher Tomas Bata University in Zlín
dc.identifier.doi 10.7441/dokbat.2018.24
dc.relation.uri http://dokbat.utb.cz/wp-content/uploads/DOKBAT2018.pdf
dc.subject Brand en
dc.subject Customer cognition en
dc.subject Customer engagement behaviors en
dc.subject Customer satisfaction en
dc.subject Luxury hotel en
dc.subject Service quality en
dc.description.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. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1008790
utb.identifier.rivid RIV/70883521:28120/18:63519300!RIV19-MSM-28120___
utb.identifier.obdid 43878332
utb.identifier.wok 000466529800024
utb.source d-wok
dc.date.accessioned 2019-08-13T10:17:20Z
dc.date.available 2019-08-13T10:17:20Z
utb.contributor.internalauthor Vo, Thi Nga
utb.fulltext.affiliation Nga Vo +420 774 335 051 Ngavongoc789@gmail.com Tomas Bata University, Faculty of Management and Economics Mostni 5139, 760 01 Zlin, Czech Republic ORCID: 0000-0001-9004-8208
utb.fulltext.dates -
utb.wos.affiliation [Nga Vo] Tomas Bata Univ, Fac Econ & Management, Mostni 5139, Zlin 76001, Czech Republic
utb.fulltext.faculty Faculty of Management and Economics
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