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lotfizadeh, fereshteh, Hassanzadeh, jahangir, Saeedi, Hamid, Abdolvand, Mohammad Ali. (1401). Designing and explaining the customer experience management model in five-star hotels based on the Grounded theory. نشریه علمی دانشگاه سیستان و بلوچستان, 14(2), 127-147. doi: 10.22111/ijbds.2023.44834.2008
fereshteh lotfizadeh; jahangir Hassanzadeh; Hamid Saeedi; Mohammad Ali Abdolvand. "Designing and explaining the customer experience management model in five-star hotels based on the Grounded theory". نشریه علمی دانشگاه سیستان و بلوچستان, 14, 2, 1401, 127-147. doi: 10.22111/ijbds.2023.44834.2008
lotfizadeh, fereshteh, Hassanzadeh, jahangir, Saeedi, Hamid, Abdolvand, Mohammad Ali. (1401). 'Designing and explaining the customer experience management model in five-star hotels based on the Grounded theory', نشریه علمی دانشگاه سیستان و بلوچستان, 14(2), pp. 127-147. doi: 10.22111/ijbds.2023.44834.2008
lotfizadeh, fereshteh, Hassanzadeh, jahangir, Saeedi, Hamid, Abdolvand, Mohammad Ali. Designing and explaining the customer experience management model in five-star hotels based on the Grounded theory. نشریه علمی دانشگاه سیستان و بلوچستان, 1401; 14(2): 127-147. doi: 10.22111/ijbds.2023.44834.2008

Designing and explaining the customer experience management model in five-star hotels based on the Grounded theory

International Journal of Business and Development Studies
دوره 14، شماره 2، اسفند 2022، صفحه 127-147    اصل مقاله (606.08 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22111/ijbds.2023.44834.2008
نویسندگان
fereshteh lotfizadeh1؛ jahangir Hassanzadeh* 2؛ Hamid Saeedi3؛ Mohammad Ali Abdolvand4
1Islamic azad University of zanjan
2Islamic azad University
3Assistant Professor, Department of Business Management, Islamic Azad University, Yadgar Imam shahr Ray branch, Tehran, Iran , Email: hsaeedi@gmail.com.
42. Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran
چکیده
Purpose: The purpose of this research was to present a customer experience management model in five-star hotels.
Method: In this research, the researcher has used a database approach , and in the first study, he used the database approach based on the Ostrous approach to identify the components of the research. The tool used for collecting the required data in the first study, the protocol and in-depth interviews with five-star hotel managers and its customers in the country has been purposefully chosen and analyzed.
Findings: the researcher conducted fifteen interviews in theoretical literature, and also has done axial and selective coding and then presented the results in the form of six main dimensions.
Conclusion: The researcher has presented his research in the form of a model including six main dimensions, verbal advertising, service quality, new norms, customer service, event marketing, customer experience and thirty three sub-dimensions. Research findings show that improving the customer experience is the main objective for many people who work in hotels and hospitality industries.
کلیدواژه‌ها
customer experience؛ Five-star hotel؛ Event marketing؛ database approach
آمار
تعداد مشاهده مقاله: 269
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