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| Author: | Dubé, L. Bel, J. le Sears, D. |
| Title: | From customer value to engineering pleasurable experiences in real life and online |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : VOL. 44: 5-6, p. 124-130 |
| Index terms: | Hotel and catering industry Hotel management Internet Customers |
| Language: | eng |
| Abstract: | This article is a commentary to a series of articles reporting guests and intermediaries perspectives on the best practices of US lodging industry. The results of their earlier study which analysed participants emotional responds when viewing web sites are discussed, and two suggestions for future development of best practices are made. Firstly, practices that could differentiate a hotel chain from others in customers mind by establishing systematic linkages btw. hotel attributes and pleasurable experiences should be improved. Secondly, practices that could make more use of internet and information technology to establish positive experiences should be improved. |
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