Publicação
Arrive as guests and leave as friends : the role of hedonic experiences in the luxury context
| datacite.subject.fos | Ciências Sociais::Economia e Gestão | pt_PT |
| dc.contributor.advisor | Rodrigues, Helena Maria Correia Neves Cordeiro | |
| dc.contributor.author | Veloso, Daniela Moita | |
| dc.date.accessioned | 2023-06-20T10:30:19Z | |
| dc.date.available | 2023-06-20T10:30:19Z | |
| dc.date.issued | 2023-01-24 | |
| dc.date.submitted | 2023-01 | |
| dc.description.abstract | This research was conducted to understand the role of personalized customer service in the customers’ hedonic experiences. A main objective was imposed in the research to fathom the relationship between the two factors, being made research the spectrum of luxury hospitality from the perspective of managers and customers. The purpose of the study falls under the principle that customer service is the key to a successful business. Twenty interviews were conducted with people on both sides of the coin – employees and guests – answering open-ended questions regarding the topic. In conclusion, it was found that personalized customer service undoubtedly impacts the guest's hedonic experience. Moreover, employees who are at the center of this effect play a major role in the overall hedonic experience. | pt_PT |
| dc.description.abstract | Esta investigação foi conduzida para compreender o papel do serviço personalizado ao cliente nas experiências hedónicas dos hóspedes. Um objetivo principal impôs-se na pesquisa para compreender a relação entre os dois fatores, sendo feita a pesquisa no espectro da hotelaria de luxo na perspetiva de managers e clientes. O objetivo do estudo enquadra-se no princípio de que o serviço ao cliente é a chave para um negócio bem sucedido. Foram realizadas entrevistas a vinte pessoas - empregados e hóspedes - respondendo a perguntas abertas sobre o tema. Concluindo, constatou-se que o serviço personalizado ao cliente sem dúvida impacta a experiência hedónica do hóspede. Além disso, quem está no centro desse efeito são os funcionários que desempenham um papel crucial na experiência hedónica geral. | pt_PT |
| dc.identifier.tid | 203278909 | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10400.14/41375 | |
| dc.language.iso | eng | pt_PT |
| dc.subject | Hospitality | pt_PT |
| dc.subject | Personalized customer service | pt_PT |
| dc.subject | Luxury hotels | pt_PT |
| dc.subject | Hedonic experience | pt_PT |
| dc.subject | Hotelaria | pt_PT |
| dc.subject | Serviço personalizado ao cliente | pt_PT |
| dc.subject | Hotéis de luxo | pt_PT |
| dc.subject | Experiências hedónicas | pt_PT |
| dc.title | Arrive as guests and leave as friends : the role of hedonic experiences in the luxury context | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | Mestrado em Gestão e Administração de Empresas | pt_PT |