Service Excellence in the Age of Personalization a Comparative Study of Luxury Hotel Management Practices
DOI:
https://doi.org/10.54097/pt1qqa60Keywords:
Consumer Experience, Hotel Management, Luxury Hotels, Personalized Services, Sustainable TourismAbstract
This study explores the role of personalized services in luxury hotel management, focusing on applying Service-Dominant Logic (SDL) in high-end hospitality. By analyzing the service practices of two prominent luxury hotels—Sanya Tianfang InterContinental and Sanya Haitang Bay JW Marriott—this research compares and contrasts their approaches to personalized services, offering valuable insights into effective strategies for enhancing guest experience. The findings highlight how personalized services contribute to differentiating brands in a competitive high-end market and serve as a key tool for integrating local cultural values with global hospitality standards. In addition, this study provides theoretical contributions to service management and consumer behavior, particularly in the context of luxury tourism. It offers practical recommendations for hotel managers to optimize service offerings and suggests pathways for the sustainable development of the luxury tourism market through aligning consumer experience with broader cultural and brand objectives.
Downloads
References
[1] Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 57-71.
[2] Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747-755.
[3] Mohsin, A., & Lockyer, T. (2010). Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study. International Journal of Contemporary Hospitality Management, 22(2), 160-173.
[4] National Development and Reform Commission. (2021). Fourteenth Five-Year Plan for Tourism Development. Retrieved from http://www.ndrc.gov.cn
[5] Nasution, H. N., & Mavondo, F. T. (2008). Customer value in the hotel industry: What managers believe they deliver and what customer experience. International Journal of Hospitality Management, 27(2), 204-213.
[6] Oliver, R. L. (1999). Whence consumer loyalty? Journal of marketing, 63(4_suppl1), 33-44.
[7] Prahalad, C. K., & Ramaswamy, V. (2004). Co‐creating unique value with customers. Strategy & leadership, 32(3), 4-9.
[8] Walls, A. R., Okumus, F., Wang, Y. R., & Kwun, D. J.-W. (2011). An epistemological view of consumer experiences. International Journal of Hospitality Management, 30(1), 10-21.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
