Browsing School of Tourism and Hospitality Management (JA) by Subject "Customer-driven marketing model; enhanced competitiveness; four- and five-star hotels; guests’ experiences"
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Enhancing Competitiveness Through Guests’ Experiences: A Typology of Customer Experiences in Upscale Hotels
(2017-02)This study sought to develop a marketing model that can enhance the competitiveness of four- and five-star hotels in Kenya. The main factors generating guests’ expectations and delight were investigated after focusing on ...