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acessibilidade

http://hdl.handle.net/10071/8378
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acessibilidade
DC FieldValueLanguage
dc.contributor.authorVeríssimo, M.-
dc.contributor.authorLoureiro, S. M. C.-
dc.date.accessioned2015-01-26T16:15:41Z-
dc.date.available2015-01-26T16:15:41Z-
dc.date.issued2014-
dc.identifier.issn1645-9261por
dc.identifier.urihttps://ciencia.iscte-iul.pt/public/pub/id/18777-
dc.identifier.urihttp://hdl.handle.net/10071/8378-
dc.description.abstractThis study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client contact and adaptation of services are enhancers of customer experience in luxury hotels. These enhancers together with gastronomy, decoration, spa & wellness, staff and social networks are the most mentioned elements, confirming efforts of hotels to integrate experiences as an important role for hospitality industry. As far as one knows, this is the first attempt to explore the perspectives of luxury hotel managers’ in creating customer experience using in-depth interview approach and content analysis.por
dc.language.isoengpor
dc.publisherUniversidade de Aveiropor
dc.rightsopenAccesspor
dc.subjectExperiencepor
dc.subjectCustomerspor
dc.subjectManagerspor
dc.subjectLuxurypor
dc.subjectHotelspor
dc.titleEnhancers and tools to improve luxury customer experience: hotel managers’ perspectivepor
dc.typearticleen_US
dc.pagination197-206por
dc.publicationstatusPublicadopor
dc.peerreviewedSimpor
dc.journalRevista Turismo e Desenvolvimentopor
dc.distributionInternacionalpor
dc.volume4por
dc.number21/22por
degois.publication.firstPage197por
degois.publication.lastPage206por
degois.publication.titleRevista Turismo e Desenvolvimentopor
dc.date.updated2015-01-26T16:14:29Z-
Appears in Collections:BRU-RN - Artigo em revista científica nacional com arbitragem científica

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