Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/106020
Título: Quality in hospitality services
Autores/as: Díaz Meneses, Gonzalo 
Clasificación UNESCO: 531207 Sanidad
531105 Marketing (comercialización)
Palabras clave: Consumer behaviour
Consumer satisfaction
Services
Service quality
Hospitality industry, et al.
Fecha de publicación: 2020
Editor/a: CABI International 
Resumen: The main purpose of this chapter is to give an overview of how important experiential marketing is for quality in hospitality services. With this aim in mind, the chapter opens by defining service experience, setting the scene for service encounters and giving credit to the huge role service plays in the consumer experience. The chapter addresses the marked differences between service quality and service quality experience, and, second, how the latter better elicits delight, 'memoralia', engagement and loyalty. Finally, the chapter encompasses three case studies to exemplify, in the context of three different destinations, how hospitality services bring about quality experiences.
URI: http://hdl.handle.net/10553/106020
ISBN: 9781789242034
DOI: 10.1079/9781789242034.0174
Fuente: Managing hospitality experiences / Alexandra J. Kenyon; Peter Robinson; James Musgrave, p.174-192
Colección:Capítulo de libro
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