The impact of the Covid-19 pandemic on customer experience design: The hotel managers' perspective.
Covid-19
Customer experience design
Customer journey
Hotel managers
Luxury hotels
Safety
Journal
International journal of hospitality management
ISSN: 0278-4319
Titre abrégé: Int J Hosp Manag
Pays: England
ID NLM: 101593766
Informations de publication
Date de publication:
Apr 2021
Apr 2021
Historique:
received:
01
07
2020
revised:
24
12
2020
accepted:
26
01
2021
entrez:
6
12
2021
pubmed:
7
12
2021
medline:
7
12
2021
Statut:
ppublish
Résumé
This research responds to calls for research on the devastating impact of the Covid-19 pandemic on the hospitality industry by investigating how hotel managers are designing safe customer experiences. Specifically, this study examines the measures adopted in high-end and luxury hotels and identifies the effects of such measures on the intended (or planned) experience. Based on thematic analysis of interviews with hotel managers, this study identifies seven safety measures: hygiene and protection, internal work reorganization, servicescape reorganization, investments in technology and digital innovations, customer wait time reorganization, staff training, and updated communication. These measures are expected to affect the intended experience in terms of reassurance, quickness, intimacy, and proximity, as emerged from correspondence factor analysis. Based on these results, this research proposes a model for safe customer experience design and suggests practical implications to help hotel managers formulate strategies aimed at customer experience creation under safe conditions.
Identifiants
pubmed: 34866744
doi: 10.1016/j.ijhm.2021.102871
pii: S0278-4319(21)00014-1
pmc: PMC8631526
doi:
Types de publication
Journal Article
Langues
eng
Pagination
102871Informations de copyright
© 2021 Elsevier Ltd. All rights reserved.
Déclaration de conflit d'intérêts
The authors report no declarations of interest.
Références
J Bus Res. 2020 Sep;117:312-321
pubmed: 32546875
J Pers. 1954 Mar;22(3):326-47
pubmed: 13143464
Int J Hosp Manag. 2020 Oct;91:102664
pubmed: 32921871
Int J Hosp Manag. 2006 Mar;25(1):3-11
pubmed: 32287848
Int J Hosp Manag. 2020 Oct;91:102659
pubmed: 32904709
Int J Hosp Manag. 2020 Sep;90:102636
pubmed: 32834356
Int J Hosp Manag. 2021 Jan;92:102662
pubmed: 32904503
Int J Hosp Manag. 2003 Sep;22(3):327-332
pubmed: 32287842
Int J Hosp Manag. 2020 May;87:102528
pubmed: 32346207
Int J Hosp Manag. 2020 Oct;91:102661
pubmed: 32952262