Designing memorable guest experiences: Development of constructs and value generating factors in luxury hotels

Joern Henning Buehring, Barry O’Mahony (Other)

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

Managing the customer experience is critical for hospitality businesses because business viability can depend on the delivery of valued guest experiences. The industry lacks research that can assist in developing the specific measures and tools to design experiences that meet guests’ expectations. The purpose of this paper is to identify the constructs and generators of memorable experiences (ME) from the perspectives of luxury hotel hosts and guests.
Original languageEnglish
Article numberVol. 2 No. 4
Pages (from-to)358-376
JournalJournal of Hospitality and Tourism Insights
Volume2
Issue number4
Publication statusPublished - 5 Nov 2019

Keywords

  • experiential consumption
  • luxury hotels
  • loyalty
  • value creation
  • memorable experiences
  • service experience constructs

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