Publications

Satisfying and delighting senior guests at hotels  (2014)

Authors:
Vigolo Vania; Bonfanti Angelo
Title:
Satisfying and delighting senior guests at hotels
Year:
2014
Type of item:
Contributo in atti di convegno
Tipologia ANVUR:
Contributo in Atti di convegno
Nations of authors:
ITALIA
Language:
Inglese
Format:
Elettronico
Congresso:
Tourism and Ageing Conference
Place:
Estoril Congress Centre (Lisbon), Portugal
Period:
26-29 November 2014
ISBN:
9789897324536
Page numbers:
1-14
Keyword:
customer satisfaction, customer delight, service management, tourism management, hospitality management, hotel service, customer needs, senior tourists, service quality
Short description of contents:
To delight customers, hotels must exceed guests' expectations by meeting not only their implicit and explicit needs, but also their attractive needs. In other words, hotels need to surprise their guests if they want to offer memorable service experiences. The provision of unexpected benefits together with core services can lead to extreme satisfaction and delight. While many studies have addressed tourists' satisfaction, little research has been conducted with specific regard to customer delight among senior tourists at hotels. This study contributes to fill this gap in literature by analyzing hotel service quality from the perspective of senior tourists. Specifically, we intend to explore what hotel attributes delight senior guests and to identify the needs being met by these attributes. A qualitative research was conducted among Italian senior tourists with the longinterview technique. The findings suggest that senior guests are delighted when hotel attributes meet their needs for uniqueness, novelty seeking, knowledge seeking and emotional atmosphere. The results contribute to extend the literature about hotel service quality for the senior market. Moreover, relevant professional implications for hotel managers are suggested. In the future, quantitative studies could be conducted to assess the validity of the results.
Product ID:
83658
Handle IRIS:
11562/840964
Deposited On:
December 1, 2014
Last Modified:
November 2, 2016
Bibliographic citation:
Vigolo Vania; Bonfanti Angelo, Satisfying and delighting senior guests at hotels  in Tourism and Ageing ConferenceProceedings of "Tourism and Ageing Conference" , Estoril Congress Centre (Lisbon), Portugal , 26-29 November 2014 , 2014pp. 1-14

Consulta la scheda completa presente nel repository istituzionale della Ricerca di Ateneo IRIS

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Title Department Managers
Investigating senior guests' needs at hotels Department Economia Aziendale Angelo Bonfanti, Vania Vigolo
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