Soraia Garcês, Margarida Pocinho, S. Jesus, M. Rieber
This study is an overview of the applications of Positive Psychology in tourism. Tourism seeks to increase the wellbeing of people, and wellbeing is a crucial variable in Positive Psychology which in turn aims to understand and promote people’s potential. This systematic literature review used as search terms ‘Positive Psychology’, ‘wellbeing’, ‘happiness’, ‘tourism’, ‘visitor’ and ‘travel’, terms which were applied through the Online Knowledge Library. The inclusion/exclusion criteria led to a sample of 49 references which were then individually analyzed. Results showed a recent increase in studies focused on the relationship between the variables, Europe being in the lead. Overall, policies are important for tourism development; tourism promotes wellbeing for residents and tourists; entrepreneurs have an innovative opportunity in wellbeing; and nature is linked to wellbeing. Implications and suggestions for future studies are presented.
{"title":"Positive psychology and tourism: a systematic literature review","authors":"Soraia Garcês, Margarida Pocinho, S. Jesus, M. Rieber","doi":"10.18089/TMS.2018.14304","DOIUrl":"https://doi.org/10.18089/TMS.2018.14304","url":null,"abstract":"This study is an overview of the applications of Positive Psychology in tourism. Tourism seeks to increase the wellbeing of people, and wellbeing is a crucial variable in Positive Psychology which in turn aims to understand and promote people’s potential. This systematic literature review used as search terms ‘Positive Psychology’, ‘wellbeing’, ‘happiness’, ‘tourism’, ‘visitor’ and ‘travel’, terms which were applied through the Online Knowledge Library. The inclusion/exclusion criteria led to a sample of 49 references which were then individually analyzed. Results showed a recent increase in studies focused on the relationship between the variables, Europe being in the lead. Overall, policies are important for tourism development; tourism promotes wellbeing for residents and tourists; entrepreneurs have an innovative opportunity in wellbeing; and nature is linked to wellbeing. Implications and suggestions for future studies are presented.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":" ","pages":""},"PeriodicalIF":2.2,"publicationDate":"2018-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46375792","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
V. Kuhn, Antônio Carlos Benetti, S. J. G. D. Anjos, P. F. Limberger
Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneario Camboriu. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty.
{"title":"Food Services and customer loyalty in the lodging industry","authors":"V. Kuhn, Antônio Carlos Benetti, S. J. G. D. Anjos, P. F. Limberger","doi":"10.18089/TMS.2018.14203","DOIUrl":"https://doi.org/10.18089/TMS.2018.14203","url":null,"abstract":"Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneario Camboriu. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"26-35"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48683054","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Preslav Dimitrov, Rouska Kraseta, B. Dimitrov, Petar Parvanov
The present research paper summarizes the results from a broader research on the topic “Bulgarian tourism and the problem of poverty in Bulgaria” commissioned and published in Bulgarian language by the German Foundation “Fridrich Ebert”, Sofia Bureau in 2014. Here, a more detailed literature review has been added to the one of the original research with the aim to follow the scientific discussion on this issue in the Bulgarian society for more than a century and to step on the more recent publications existing worldwide. The study examines the question about the ability of Bulgarian tourism to solve the problems with the widespread poverty in Bulgaria in the context of the two main issues such as: (i) the degree of association (in terms of Pearson’s Product-moment coefficients) of the Bulgarian tourism with the economic performance of the EU tourism emitting economies, and whether this association in particular contributes for “transmission of poverty”, and (ii) what will be the estimated volume of the average month salary of the employees on labor contracts in Bulgarian tourism for the next ten years by the Holt-Winters exponential smoothing method. These two sub-questions, these two issues, have been chosen deliberately as the usual excuse of the representatives of the Bulgarian tourism industry for the much weaker results in comparison to the neigbouring competing countries is that the tourist who come usually to Bulgaria from Western Europe are poorer. Another reason for the above posed questions is the contentiously repeated in the Bulgarian society “mantra” that the tourism sector in the country will grow on its own without any need of government support and direction and it will lead to a steady increase in the disposable incomes of the employed personnel. Although this claim might have appeared true for the end of the 1990s, the monthly level of salaries lags significantly behind many other service sectors in Bulgaria.
{"title":"Bulgarian tourism and the problem of poverty in Bulgaria","authors":"Preslav Dimitrov, Rouska Kraseta, B. Dimitrov, Petar Parvanov","doi":"10.18089/TMS.2018.14205","DOIUrl":"https://doi.org/10.18089/TMS.2018.14205","url":null,"abstract":"The present research paper summarizes the results from a broader research on the topic “Bulgarian tourism and the problem of poverty in Bulgaria” commissioned and published in Bulgarian language by the German Foundation “Fridrich Ebert”, Sofia Bureau in 2014. Here, a more detailed literature review has been added to the one of the original research with the aim to follow the scientific discussion on this issue in the Bulgarian society for more than a century and to step on the more recent publications existing worldwide. The study examines the question about the ability of Bulgarian tourism to solve the problems with the widespread poverty in Bulgaria in the context of the two main issues such as: (i) the degree of association (in terms of Pearson’s Product-moment coefficients) of the Bulgarian tourism with the economic performance of the EU tourism emitting economies, and whether this association in particular contributes for “transmission of poverty”, and (ii) what will be the estimated volume of the average month salary of the employees on labor contracts in Bulgarian tourism for the next ten years by the Holt-Winters exponential smoothing method. These two sub-questions, these two issues, have been chosen deliberately as the usual excuse of the representatives of the Bulgarian tourism industry for the much weaker results in comparison to the neigbouring competing countries is that the tourist who come usually to Bulgaria from Western Europe are poorer. Another reason for the above posed questions is the contentiously repeated in the Bulgarian society “mantra” that the tourism sector in the country will grow on its own without any need of government support and direction and it will lead to a steady increase in the disposable incomes of the employed personnel. Although this claim might have appeared true for the end of the 1990s, the monthly level of salaries lags significantly behind many other service sectors in Bulgaria.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"45-52"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43829500","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Kely César Martins de Paiva, H. Irigaray, Mariana Macedo, Jesuína Maria Pereira Ferreira, G. Mageste, Michelle Regina Santana Dutra
Given the idiosyncrasies of call center work, its impact on the lives of employees and their possible reactions, we analyzed what forms of retaliation can occur in such an environment by considering gender. We performed qualitative descriptive research. We have interviewed 20 call center agents (10 men and 10 women) in Belo Horizonte, the capital city Minas Gerais state, in Brazil. We fully transcribed all interviews and subjected the data to discourse analysis (the French approach). The results showed that in this case, there was no gender difference regarding perceived unfairness. Thus, workers of both genders often retaliate and consider their actions to be reasonable.
{"title":"Gender and experiences of retaliation","authors":"Kely César Martins de Paiva, H. Irigaray, Mariana Macedo, Jesuína Maria Pereira Ferreira, G. Mageste, Michelle Regina Santana Dutra","doi":"10.18089/TMS.2018.14206","DOIUrl":"https://doi.org/10.18089/TMS.2018.14206","url":null,"abstract":"Given the idiosyncrasies of call center work, its impact on the lives of employees and their possible reactions, we analyzed what forms of retaliation can occur in such an environment by considering gender. We performed qualitative descriptive research. We have interviewed 20 call center agents (10 men and 10 women) in Belo Horizonte, the capital city Minas Gerais state, in Brazil. We fully transcribed all interviews and subjected the data to discourse analysis (the French approach). The results showed that in this case, there was no gender difference regarding perceived unfairness. Thus, workers of both genders often retaliate and consider their actions to be reasonable.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":" ","pages":"53-62"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49077498","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This article investigated if the rational and hedonic of sustainability stimuli inserted in communications of touristic leisure destinations, moderated by emotions, involvement and ecological awareness are related to the consumer intention to visit a tourist destination. The research was made through an experimental design with manipulation between groups. Text messages manipulated the sustainability stimuli, and presented only one manipulated condition to each participant. It was found that the hedonic sustainability stimuli has a stronger effect over the consumer’s intention, especially to those with low ecological awareness. The study contributes to literature by revealing that despite the emotion constructs and the fact that ecological involvement and awareness are not strong moderators in the relation between rational or hedonic sustainability stimuli and intention, they are aspects that, when positively activated, especially from hedonic arguments of sustainability, generate greater intention to visit destination by the consumer.
{"title":"Sustainability communication and its effect in consumer intention to visit a tourist destination","authors":"F. V. S. Melo, S. D. Farias","doi":"10.18089/TMS.2018.14204","DOIUrl":"https://doi.org/10.18089/TMS.2018.14204","url":null,"abstract":"This article investigated if the rational and hedonic of sustainability stimuli inserted in communications of touristic leisure destinations, moderated by emotions, involvement and ecological awareness are related to the consumer intention to visit a tourist destination. The research was made through an experimental design with manipulation between groups. Text messages manipulated the sustainability stimuli, and presented only one manipulated condition to each participant. It was found that the hedonic sustainability stimuli has a stronger effect over the consumer’s intention, especially to those with low ecological awareness. The study contributes to literature by revealing that despite the emotion constructs and the fact that ecological involvement and awareness are not strong moderators in the relation between rational or hedonic sustainability stimuli and intention, they are aspects that, when positively activated, especially from hedonic arguments of sustainability, generate greater intention to visit destination by the consumer.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"36-44"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44971853","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
J. Chatterjee, Raghvendra Kumar, P. Pattnaik, Vijender Kumar Solanki, Noor Zaman Jhanjhi
Abstract: Healthcare data frameworks have enormously expanded accessibility of medicinal reports and profited human services administration and research work. In many cases, there are developing worries about protection in sharing restorative files. Protection procedures for unstructured restorative content spotlight on recognition and expulsion of patient identifiers from the content, which might be lacking for safeguarding privacy and information utility. For medicinal services, maybe related exploration thinks about the therapeutic records of patients ought to be recovered from various destinations with various regulations on the divulgence of healthcare data.
{"title":"Privacy preservation in data intensive environment","authors":"J. Chatterjee, Raghvendra Kumar, P. Pattnaik, Vijender Kumar Solanki, Noor Zaman Jhanjhi","doi":"10.18089/tms.2018.14208","DOIUrl":"https://doi.org/10.18089/tms.2018.14208","url":null,"abstract":"Abstract: Healthcare data frameworks have enormously expanded accessibility of medicinal reports and profited human services administration and research work. In many cases, there are developing worries about protection in sharing restorative files. Protection procedures for unstructured restorative content spotlight on recognition and expulsion of patient identifiers from the content, which might be lacking for safeguarding privacy and information utility. For medicinal services, maybe related exploration thinks about the therapeutic records of patients ought to be recovered from various destinations with various regulations on the divulgence of healthcare data.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"72-79"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44516302","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The participation in the Euro area and the current financial crisis substantially conditioned the development of the Portuguese banking industry, for which is expected a continuous fall in income and a growing competitive pressure, improving the need to look carefully to issues as efficiency as an essential survival factor. Efficiency indicators of the main banks operating in Portugal were measured through DEA methodology. The application of two-stage models allowed circumventing the usual problems inherent to the coexistence of the production and intermediation approaches. The application of regression for proportions, more appropriate than traditional linear and Tobit regressions, to deal with the fractional nature of the DEA scores, allowed the identification of efficiency determinant factors for the main banks operating in Portugal. The fractional regression models demonstrate evidence of improved specification comparing to traditional regression models. The variables that appear to major influence on overall efficiency are internationalization, size and type of ownership of capital.
{"title":"Efficiency Determinants in Portuguese Banking Industry – an application through fractional regression models","authors":"Ana Isabel Martins","doi":"10.18089/TMS.2018.14207","DOIUrl":"https://doi.org/10.18089/TMS.2018.14207","url":null,"abstract":"The participation in the Euro area and the current financial crisis substantially conditioned the development of the Portuguese banking industry, for which is expected a continuous fall in income and a growing competitive pressure, improving the need to look carefully to issues as efficiency as an essential survival factor. Efficiency indicators of the main banks operating in Portugal were measured through DEA methodology. The application of two-stage models allowed circumventing the usual problems inherent to the coexistence of the production and intermediation approaches. The application of regression for proportions, more appropriate than traditional linear and Tobit regressions, to deal with the fractional nature of the DEA scores, allowed the identification of efficiency determinant factors for the main banks operating in Portugal. The fractional regression models demonstrate evidence of improved specification comparing to traditional regression models. The variables that appear to major influence on overall efficiency are internationalization, size and type of ownership of capital.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"63-71"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44255207","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Mobility is one of the characteristics of modern society. The world today, despite the uncertainties brought by globalization is an interconnected reality of networks, whether physical or virtual. In Europe this mobility is higher than before due to the new offer of routes and frequencies of airlines, mainly of the low cost carriers (LCC). Portugal is one of the countries that grew in terms of new routes, new destinations and above all new customers with economic impacts in the regions. Over the last decade, LCC at Oporto (OPO) airport have boosted their traffic volume by approximately 260%. The evolution of OPO airport, generated by LCC, has meant that other regional airports have followed this trend and have also experienced a positive and growing net impact on their local economy. The main issue of this study is to analyse the evolution of LCC air traffic at Francisco Sa Carneiro Airport in OPO and its economic impact on this airport’s area of influence. We use a cost-benefit analysis model to determine the costs, benefits and net impact of low cost routes on the development of the local economy between 2005 and 2012. In 2005 these carriers started operating at OPO Airport.
{"title":"Low cost carriers and tourism destinations development. Case study of Oporto, Portugal","authors":"V. Costa, C. Almeida","doi":"10.18089/TMS.2018.14201","DOIUrl":"https://doi.org/10.18089/TMS.2018.14201","url":null,"abstract":"Mobility is one of the characteristics of modern society. The world today, despite the uncertainties brought by globalization is an interconnected reality of networks, whether physical or virtual. In Europe this mobility is higher than before due to the new offer of routes and frequencies of airlines, mainly of the low cost carriers (LCC). Portugal is one of the countries that grew in terms of new routes, new destinations and above all new customers with economic impacts in the regions. Over the last decade, LCC at Oporto (OPO) airport have boosted their traffic volume by approximately 260%. The evolution of OPO airport, generated by LCC, has meant that other regional airports have followed this trend and have also experienced a positive and growing net impact on their local economy. The main issue of this study is to analyse the evolution of LCC air traffic at Francisco Sa Carneiro Airport in OPO and its economic impact on this airport’s area of influence. We use a cost-benefit analysis model to determine the costs, benefits and net impact of low cost routes on the development of the local economy between 2005 and 2012. In 2005 these carriers started operating at OPO Airport.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"7-15"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42029059","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Organizational Learning, despite being a widely debated topic in the literature on management, regarding the hotel industry still suffers from scattered information. This study was conducted with 295 professionals, among them managers and employees of hotels in Brazil and Portugal in order to validate a measuring instrument of organizational learning, properly adapted for hotel industry, and identify differences in the degree of efficiency of the organizational learning process between hotels of different categories, and between managers and employees. Initially a content validation with representatives of the hotel industry was made, than a confirmatory factor analysis was performed. As a result, we obtained a scale with 4 factors and 12 items, which was able to identify differences in the level of organizational learning between hotels and between managers and employees. There is evidence that the ability of individuals and groups to learn is encouraged, but is not being achieved in full in this industry, and that the most critical part of the process involves the dimension of creation and knowledge management in this industry.
{"title":"Organizational Learning in the Hotel Industry: an eclectic instrument of measurement","authors":"A. Fernandes, Raul M. S. Laureano, B. Alturas","doi":"10.18089/TMS.2018.14202","DOIUrl":"https://doi.org/10.18089/TMS.2018.14202","url":null,"abstract":"Organizational Learning, despite being a widely debated topic in the literature on management, regarding the hotel industry still suffers from scattered information. This study was conducted with 295 professionals, among them managers and employees of hotels in Brazil and Portugal in order to validate a measuring instrument of organizational learning, properly adapted for hotel industry, and identify differences in the degree of efficiency of the organizational learning process between hotels of different categories, and between managers and employees. Initially a content validation with representatives of the hotel industry was made, than a confirmatory factor analysis was performed. As a result, we obtained a scale with 4 factors and 12 items, which was able to identify differences in the level of organizational learning between hotels and between managers and employees. There is evidence that the ability of individuals and groups to learn is encouraged, but is not being achieved in full in this industry, and that the most critical part of the process involves the dimension of creation and knowledge management in this industry.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"16-25"},"PeriodicalIF":2.2,"publicationDate":"2018-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42229234","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-02-20DOI: 10.18089/TMS.2018.14SI109
Sandra Flores-Ureba, Javier De Esteban-Curiel, Mª Luisa Delgado-Jalón, José Ángel Rivero-Menéndez
This paper takes into account a fresh approach to hotel service experience based on the concept of “3Ps Methodology” and “Neural Network Analysis” (NNA). Traditional tools of experience management have been implemented by hotel management in the last decades in order to fulfil the requirements of customer experiences. A more discriminating distinction is proposed in this research, based on the neural network algorithm (the Multilayer Perceptron) in order to achieve more efficiency. In this sense, Madrid hotels are analyzed from the visitor’s perspective for showing the relationships established between front-line employees and customers. A face-to-face survey were conducted in several tourism hotspots in Madrid in order to investigate the hotel frontline service and the emotional experience of customers. The findings have been treated with statistical procedures and, after carrying out the neural network analysis, we have concluded that the Servicescape model could be classified under the category of “People-processing service”.
{"title":"Neural network analysis for hotel service design in Madrid: the 3ps methodology and the frontline staff","authors":"Sandra Flores-Ureba, Javier De Esteban-Curiel, Mª Luisa Delgado-Jalón, José Ángel Rivero-Menéndez","doi":"10.18089/TMS.2018.14SI109","DOIUrl":"https://doi.org/10.18089/TMS.2018.14SI109","url":null,"abstract":"This paper takes into account a fresh approach to hotel service experience based on the concept of “3Ps Methodology” and “Neural Network Analysis” (NNA). Traditional tools of experience management have been implemented by hotel management in the last decades in order to fulfil the requirements of customer experiences. A more discriminating distinction is proposed in this research, based on the neural network algorithm (the Multilayer Perceptron) in order to achieve more efficiency. In this sense, Madrid hotels are analyzed from the visitor’s perspective for showing the relationships established between front-line employees and customers. A face-to-face survey were conducted in several tourism hotspots in Madrid in order to investigate the hotel frontline service and the emotional experience of customers. The findings have been treated with statistical procedures and, after carrying out the neural network analysis, we have concluded that the Servicescape model could be classified under the category of “People-processing service”.","PeriodicalId":43763,"journal":{"name":"Tourism & Management Studies","volume":"14 1","pages":"83-94"},"PeriodicalIF":2.2,"publicationDate":"2018-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47536710","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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