Customer experience in five-star hotel businesses: is it an “experience” for customers?

Name: Customer experience in five-star hotel businesses: is it an “experience” for customers?
Author: Özgen, Hanım Kader Şanlıöz, Kozak, M.

İsim	Customer experience in five-star hotel businesses: is it an “experience” for customers?
Yazar	Özgen, Hanım Kader Şanlıöz, Kozak, M.
Basım Tarihi:	2023-08-15
Basım Yeri	- Turkey
Konu	Cognitive evaluations, Customer experience, Experiential evaluations, Hospitality experience, Turkey
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	2752-6666
Kayıt Numarası	2b285e3f-f5ee-44ec-9ac5-b39bfc58bdd9
Lokasyon	Hotel Management
Tarih	2023-08-15
Örnek Metin	Purpose: Concerning the development of “experience” as an economic phenomenon, this study aims to analyse customers' evaluations of their experiences in five-star hotel businesses and to identify if the hospitality experience is evaluated as an “experience” by its specific aspects. Design/methodology/approach: Structural and thematic narrative analyses in a multi-dimensional setting were applied to stories from 107 participants who stayed in five-star hotel businesses. Findings: Customers evaluate their overall experience as an “experience” reflected by experiential statements. However, they demonstrate higher cognitive orientation at the sub-experience levels (food and beverage, rooms, etc.). Research limitations/implications: The paper sheds light on the fact that customers may evaluate their experiences with cognitive and experiential aspects. The study focuses on participants' lived experiences to understand the customer perspective with the “experience” concept leading to the memorability of customer experiences in hotel businesses. Further research is required with a larger sample group, mixed-methods implementation and longitudinal and comparable examination to understand seasonal, motivational and cultural differences. Practical implications: The paper reveals various aspects of customer experiences in five-star hotel businesses around the variety of their offerings evaluated by cognitive and experiential perceptions so that dedicated efforts of the managers will be enhanced with a better and strategic understanding of the “experience” concept to achieve business goals. Originality/value: The study offers insightful findings relating to customers’ service- and experience-based experiences and how “experience” is perceived by customers from various angles in the five-star hotel businesses.
DOI	10.1108/CBTH-11-2022-0197
Cilt	18

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Customer experience in five-star hotel businesses: is it an “experience” for customers?

Yazar Özgen, Hanım Kader Şanlıöz, Kozak, M.

Basım Tarihi 2023-08-15

Basım Yeri - Turkey

Konu Cognitive evaluations, Customer experience, Experiential evaluations, Hospitality experience, Turkey

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 2752-6666

Kayıt Numarası 2b285e3f-f5ee-44ec-9ac5-b39bfc58bdd9

Lokasyon Hotel Management

Tarih 2023-08-15

Örnek Metin Purpose: Concerning the development of “experience” as an economic phenomenon, this study aims to analyse customers' evaluations of their experiences in five-star hotel businesses and to identify if the hospitality experience is evaluated as an “experience” by its specific aspects. Design/methodology/approach: Structural and thematic narrative analyses in a multi-dimensional setting were applied to stories from 107 participants who stayed in five-star hotel businesses. Findings: Customers evaluate their overall experience as an “experience” reflected by experiential statements. However, they demonstrate higher cognitive orientation at the sub-experience levels (food and beverage, rooms, etc.). Research limitations/implications: The paper sheds light on the fact that customers may evaluate their experiences with cognitive and experiential aspects. The study focuses on participants' lived experiences to understand the customer perspective with the “experience” concept leading to the memorability of customer experiences in hotel businesses. Further research is required with a larger sample group, mixed-methods implementation and longitudinal and comparable examination to understand seasonal, motivational and cultural differences. Practical implications: The paper reveals various aspects of customer experiences in five-star hotel businesses around the variety of their offerings evaluated by cognitive and experiential perceptions so that dedicated efforts of the managers will be enhanced with a better and strategic understanding of the “experience” concept to achieve business goals. Originality/value: The study offers insightful findings relating to customers’ service- and experience-based experiences and how “experience” is perceived by customers from various angles in the five-star hotel businesses.

DOI 10.1108/CBTH-11-2022-0197

Cilt 18