Customer Experience in Five-Star Hotel Businesses: Is It an “experience” for Customers?

dc.authorscopusid 56672858700
dc.authorscopusid 7102680984
dc.contributor.author Şanlıöz-Özgen, H.K.
dc.contributor.author Kozak, Metin
dc.contributor.author Kozak, Metin
dc.contributor.other Advertising
dc.date.accessioned 2023-10-19T15:05:27Z
dc.date.available 2023-10-19T15:05:27Z
dc.date.issued 2023
dc.department-temp Şanlıöz-Özgen, H.K., School of Applied Sciences, Özyeğin University, Istanbul, Turkey; Kozak, M., School of Communication, Kadir Has University, Istanbul, Turkey en_US
dc.description.abstract 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. © 2023, Emerald Publishing Limited. en_US
dc.identifier.citationcount 0
dc.identifier.doi 10.1108/CBTH-11-2022-0197 en_US
dc.identifier.endpage 320 en_US
dc.identifier.issn 2752-6666
dc.identifier.issn 2752-6666
dc.identifier.issue 3 en_US
dc.identifier.scopus 2-s2.0-85162227551 en_US
dc.identifier.startpage 306 en_US
dc.identifier.uri https://doi.org/10.1108/CBTH-11-2022-0197
dc.identifier.uri https://hdl.handle.net/20.500.12469/4901
dc.identifier.volume 18 en_US
dc.khas 20231019-Scopus en_US
dc.language.iso en en_US
dc.publisher Emerald Publishing en_US
dc.relation.ispartof Consumer Behavior in Tourism and Hospitality en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/closedAccess en_US
dc.scopus.citedbyCount 2
dc.subject Cognitive evaluations en_US
dc.subject Customer experience en_US
dc.subject Experiential evaluations en_US
dc.subject Hospitality experience en_US
dc.subject Turkey en_US
dc.subject cognition en_US
dc.subject hospitality industry en_US
dc.subject local participation en_US
dc.subject perception en_US
dc.subject public attitude en_US
dc.subject service quality en_US
dc.subject Turkey en_US
dc.title Customer Experience in Five-Star Hotel Businesses: Is It an “experience” for Customers? en_US
dc.type Article en_US
dspace.entity.type Publication
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