Experience as an enhancer in accommodation sector for business travellers
Prieto Montilla, William (2018)
Prieto Montilla, William
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201805239776
https://urn.fi/URN:NBN:fi:amk-201805239776
Tiivistelmä
Business travellers represent an important segment for the accommodation industry, therefore, is important to address and fulfil all their needs in order to keep them satisfied and build strong and lasting relationships. On the other hand, todays' market is getting more and more competitive and simply satisfying their basic demands might soon not be enough. This situation creates an opportunity and a need within the accommodation business, to figure out how to go beyond the simple satisfaction and achieve memorability on their guests’ mind.
Based on the previously mentioned opportunity, this research aims to contribute by collecting data that can facilitate identifying characteristics, peculiarities and preferences of business travellers. This resulting information is meant to be used by hoteliers, experience designers and further researchers as a starting point to implement and develop tailor made experiences for the accommodation business. To reach that point, there were some steps to be completed, first to mention and explain all distinctive factors that differentiate business travellers from their leisure counterpart. Second, the particularities of their most chosen accommodation units were described, and third the phenomena of experience design were deeply investigated and related with memorability concepts and theories. All of this contributed to create a model of considerations for experience design in the accommodation industry.
The research was done via an online survey on Webropol, and data was collected during the month of May 2018. The questionnaire included questions to collect demographic information, and others with multiple choice, which contributed inquiring about travellers’ preferences and gathering relevant data about their behaviour as customers. Altogether the survey had 50 respondents from business travellers with different cultural backgrounds. Resulting data was analysed and organized in different tables and figures. Some of the finding might suggest that memorability is only reached to around 20% of the cases, this situation reflects the current situation within the industry.
The document closes with the discussion around the results and the debate of those when confronted with the developed considerations model. The conclusions are listing the main findings and creating a starting point for experience designers in the accommodation industry, as well as contributing to further researches and academia.
Based on the previously mentioned opportunity, this research aims to contribute by collecting data that can facilitate identifying characteristics, peculiarities and preferences of business travellers. This resulting information is meant to be used by hoteliers, experience designers and further researchers as a starting point to implement and develop tailor made experiences for the accommodation business. To reach that point, there were some steps to be completed, first to mention and explain all distinctive factors that differentiate business travellers from their leisure counterpart. Second, the particularities of their most chosen accommodation units were described, and third the phenomena of experience design were deeply investigated and related with memorability concepts and theories. All of this contributed to create a model of considerations for experience design in the accommodation industry.
The research was done via an online survey on Webropol, and data was collected during the month of May 2018. The questionnaire included questions to collect demographic information, and others with multiple choice, which contributed inquiring about travellers’ preferences and gathering relevant data about their behaviour as customers. Altogether the survey had 50 respondents from business travellers with different cultural backgrounds. Resulting data was analysed and organized in different tables and figures. Some of the finding might suggest that memorability is only reached to around 20% of the cases, this situation reflects the current situation within the industry.
The document closes with the discussion around the results and the debate of those when confronted with the developed considerations model. The conclusions are listing the main findings and creating a starting point for experience designers in the accommodation industry, as well as contributing to further researches and academia.