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

Joern Henning Buehring; Barry O’Mahony

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 publication › Journal article › Academic research › peer-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 language	English
Article number	Vol. 2 No. 4
Pages (from-to)	358-376
Journal	Journal of Hospitality and Tourism Insights
Volume	2
Issue number	4
Publication status	Published - 5 Nov 2019

Keywords

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

More information

https://doi.org/10.1108/JHTI-11-2018-0077

Emerald Literati Award - Outstanding Paper 2020
Buehring, Joern Henning (Recipient), 19 Nov 2020
Prize: Prize (research)

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Cite this

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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{\textquoteright} 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.",

keywords = "experiential consumption, luxury hotels, loyalty, value creation, memorable experiences, service experience constructs",

author = "Buehring, {Joern Henning} and Barry O{\textquoteright}Mahony",

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AB - 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.

KW - experiential consumption

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KW - loyalty

KW - value creation

KW - memorable experiences

KW - service experience constructs

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ER -

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

Abstract

Keywords

More information

Emerald Literati Award - Outstanding Paper 2020

Cite this