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

dc.authorscopusid56672858700
dc.authorscopusid7102680984
dc.contributor.authorKozak, Metin
dc.contributor.authorKozak, Metin
dc.date.accessioned2023-10-19T15:05:27Z
dc.date.available2023-10-19T15:05:27Z
dc.date.issued2023
dc.department-tempŞanlıöz-Özgen, H.K., School of Applied Sciences, Özyeğin University, Istanbul, Turkey; Kozak, M., School of Communication, Kadir Has University, Istanbul, Turkeyen_US
dc.description.abstractPurpose: 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.citation0
dc.identifier.doi10.1108/CBTH-11-2022-0197en_US
dc.identifier.endpage320en_US
dc.identifier.issn2752-6666
dc.identifier.issn2752-6666
dc.identifier.issue3en_US
dc.identifier.scopus2-s2.0-85162227551en_US
dc.identifier.scopusqualityN/A
dc.identifier.startpage306en_US
dc.identifier.urihttps://doi.org/10.1108/CBTH-11-2022-0197
dc.identifier.urihttps://hdl.handle.net/20.500.12469/4901
dc.identifier.volume18en_US
dc.identifier.wosqualityN/A
dc.khas20231019-Scopusen_US
dc.language.isoenen_US
dc.publisherEmerald Publishingen_US
dc.relation.ispartofConsumer Behavior in Tourism and Hospitalityen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCognitive evaluationsen_US
dc.subjectCustomer experienceen_US
dc.subjectExperiential evaluationsen_US
dc.subjectHospitality experienceen_US
dc.subjectTurkeyen_US
dc.subjectcognitionen_US
dc.subjecthospitality industryen_US
dc.subjectlocal participationen_US
dc.subjectperceptionen_US
dc.subjectpublic attitudeen_US
dc.subjectservice qualityen_US
dc.subjectTurkeyen_US
dc.titleCustomer experience in five-star hotel businesses: is it an “experience” for customers?en_US
dc.typeArticleen_US
dspace.entity.typePublication
relation.isAuthorOfPublicationdcedf2cc-e0ee-44f2-b11a-1282b33e8523
relation.isAuthorOfPublication.latestForDiscoverydcedf2cc-e0ee-44f2-b11a-1282b33e8523

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