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| Author: | Pullman, M.E. Robson, S.K.A. |
| Title: | Visual methods: Using photographs to capture customers' experience with design |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2007 : MAY, VOL. 48:2, p. 121-144 |
| Index terms: | hotel and catering industry market research consumer attitudes customers |
| Freeterms: | design |
| Language: | eng |
| Abstract: | Mystery shopping or surveys are not ideal for collecting information about customers' reactions to a hotel's physical design. Through a photography-based approach guests can show managers and researchers what is considered to be the hotel's design highlights and failures. Based on a pilot study, it is shown that guests took notice of design elements signifying that the hotel was being considerate of their needs, and providing a functional, high-quality environment, as well. |
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