Investigating senior guests' needs at hotels

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Starting date
January 15, 2014
Duration (months)
24
Departments
Business Administration
Managers or local contacts
Bonfanti Angelo , Vigolo Vania

This project analyses hotel service quality from the perspective of senior guests. It addresses two research questions. First, what attributes of hotels satisfy and delight senior guests? Second, what are the needs and wants of senior guests being met by these attributes? Qualitative research conducted among Italian seniors suggests that hotel managers can delight senior guests by meeting their expectations for uniqueness, novelty seeking, knowledge seeking and emotional atmosphere.

Project participants

Angelo Bonfanti
Associate Professor
Vania Vigolo
Associate Professor
Research areas involved in the project
Gestione dei servizi
Service management
Gestione del turismo
Tourism management
Publications
Title Authors Year
Exploring the Importance of Basic Hotel Attributes: A Focus on Senior Wellness Tourists Vigolo, Vania; Bonfanti, Angelo 2016
Satisfying and delighting senior guests at hotels Vigolo Vania; Bonfanti Angelo 2014

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