Recipe for perceived personalization in hotels
Gespeichert in:
| Autor*in: |
Lei, Soey Sut Ieng [verfasserIn] Wang, Dan [verfasserIn] Fong, Lawrence Hoc Nang [verfasserIn] Ye, Shun [verfasserIn] |
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| Format: |
E-Artikel |
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| Sprache: |
Englisch |
| Erschienen: |
2024 |
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| Schlagwörter: |
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| Übergeordnetes Werk: |
Enthalten in: Tourism management - Amsterdam [u.a.] : Elsevier Science, 1982, 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 |
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| Übergeordnetes Werk: |
volume:100 ; year:2024 ; month:02 ; elocationid:104818 ; pages:1-12 |
| Links: |
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| DOI / URN: |
10.1016/j.tourman.2023.104818 |
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| Katalog-ID: |
1878958844 |
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| 982 | |2 26 |1 00 |x DE-206 |b Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. | ||
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10.1016/j.tourman.2023.104818 doi (DE-627)1878958844 (DE-599)KXP1878958844 DE-627 ger DE-627 rda eng Lei, Soey Sut Ieng verfasserin (DE-588)1201325277 (DE-627)1684870666 aut Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye 2024 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 Wang, Dan verfasserin (DE-588)1036296458 (DE-627)74984728X (DE-576)383815649 aut Fong, Lawrence Hoc Nang verfasserin (DE-588)1101959983 (DE-627)859860957 (DE-576)470026952 aut Ye, Shun verfasserin (DE-588)1052566782 (DE-627)788652427 (DE-576)40834962X aut Enthalten in Tourism management Amsterdam [u.a.] : Elsevier Science, 1982 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 Online-Ressource (DE-627)320413217 (DE-600)2001580-X (DE-576)259484431 0261-5177 nnns volume:100 year:2024 month:02 elocationid:104818 pages:1-12 https://www.sciencedirect.com/science/article/pii/S0261517723001000/pdfft?md5=b5723875d08e730fb5b5fe76866c2983&pid=1-s2.0-S0261517723001000-main.pdf Verlag lizenzpflichtig https://doi.org/10.1016/j.tourman.2023.104818 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_74 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_187 GBV_ILN_213 GBV_ILN_224 GBV_ILN_230 GBV_ILN_370 GBV_ILN_602 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2004 GBV_ILN_2005 GBV_ILN_2007 GBV_ILN_2008 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2044 GBV_ILN_2048 GBV_ILN_2049 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2056 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2064 GBV_ILN_2088 GBV_ILN_2106 GBV_ILN_2110 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4242 GBV_ILN_4249 GBV_ILN_4251 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4330 GBV_ILN_4333 GBV_ILN_4334 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 100 2024 2 104818 1-12 26 01 0206 4467719970 x1z 25-01-24 26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. |
| spelling |
10.1016/j.tourman.2023.104818 doi (DE-627)1878958844 (DE-599)KXP1878958844 DE-627 ger DE-627 rda eng Lei, Soey Sut Ieng verfasserin (DE-588)1201325277 (DE-627)1684870666 aut Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye 2024 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 Wang, Dan verfasserin (DE-588)1036296458 (DE-627)74984728X (DE-576)383815649 aut Fong, Lawrence Hoc Nang verfasserin (DE-588)1101959983 (DE-627)859860957 (DE-576)470026952 aut Ye, Shun verfasserin (DE-588)1052566782 (DE-627)788652427 (DE-576)40834962X aut Enthalten in Tourism management Amsterdam [u.a.] : Elsevier Science, 1982 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 Online-Ressource (DE-627)320413217 (DE-600)2001580-X (DE-576)259484431 0261-5177 nnns volume:100 year:2024 month:02 elocationid:104818 pages:1-12 https://www.sciencedirect.com/science/article/pii/S0261517723001000/pdfft?md5=b5723875d08e730fb5b5fe76866c2983&pid=1-s2.0-S0261517723001000-main.pdf Verlag lizenzpflichtig https://doi.org/10.1016/j.tourman.2023.104818 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_74 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_187 GBV_ILN_213 GBV_ILN_224 GBV_ILN_230 GBV_ILN_370 GBV_ILN_602 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2004 GBV_ILN_2005 GBV_ILN_2007 GBV_ILN_2008 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2044 GBV_ILN_2048 GBV_ILN_2049 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2056 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2064 GBV_ILN_2088 GBV_ILN_2106 GBV_ILN_2110 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4242 GBV_ILN_4249 GBV_ILN_4251 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4330 GBV_ILN_4333 GBV_ILN_4334 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 100 2024 2 104818 1-12 26 01 0206 4467719970 x1z 25-01-24 26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. |
| allfields_unstemmed |
10.1016/j.tourman.2023.104818 doi (DE-627)1878958844 (DE-599)KXP1878958844 DE-627 ger DE-627 rda eng Lei, Soey Sut Ieng verfasserin (DE-588)1201325277 (DE-627)1684870666 aut Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye 2024 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 Wang, Dan verfasserin (DE-588)1036296458 (DE-627)74984728X (DE-576)383815649 aut Fong, Lawrence Hoc Nang verfasserin (DE-588)1101959983 (DE-627)859860957 (DE-576)470026952 aut Ye, Shun verfasserin (DE-588)1052566782 (DE-627)788652427 (DE-576)40834962X aut Enthalten in Tourism management Amsterdam [u.a.] : Elsevier Science, 1982 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 Online-Ressource (DE-627)320413217 (DE-600)2001580-X (DE-576)259484431 0261-5177 nnns volume:100 year:2024 month:02 elocationid:104818 pages:1-12 https://www.sciencedirect.com/science/article/pii/S0261517723001000/pdfft?md5=b5723875d08e730fb5b5fe76866c2983&pid=1-s2.0-S0261517723001000-main.pdf Verlag lizenzpflichtig https://doi.org/10.1016/j.tourman.2023.104818 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_74 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_187 GBV_ILN_213 GBV_ILN_224 GBV_ILN_230 GBV_ILN_370 GBV_ILN_602 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2004 GBV_ILN_2005 GBV_ILN_2007 GBV_ILN_2008 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2044 GBV_ILN_2048 GBV_ILN_2049 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2056 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2064 GBV_ILN_2088 GBV_ILN_2106 GBV_ILN_2110 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4242 GBV_ILN_4249 GBV_ILN_4251 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4330 GBV_ILN_4333 GBV_ILN_4334 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 100 2024 2 104818 1-12 26 01 0206 4467719970 x1z 25-01-24 26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. |
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10.1016/j.tourman.2023.104818 doi (DE-627)1878958844 (DE-599)KXP1878958844 DE-627 ger DE-627 rda eng Lei, Soey Sut Ieng verfasserin (DE-588)1201325277 (DE-627)1684870666 aut Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye 2024 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 Wang, Dan verfasserin (DE-588)1036296458 (DE-627)74984728X (DE-576)383815649 aut Fong, Lawrence Hoc Nang verfasserin (DE-588)1101959983 (DE-627)859860957 (DE-576)470026952 aut Ye, Shun verfasserin (DE-588)1052566782 (DE-627)788652427 (DE-576)40834962X aut Enthalten in Tourism management Amsterdam [u.a.] : Elsevier Science, 1982 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 Online-Ressource (DE-627)320413217 (DE-600)2001580-X (DE-576)259484431 0261-5177 nnns volume:100 year:2024 month:02 elocationid:104818 pages:1-12 https://www.sciencedirect.com/science/article/pii/S0261517723001000/pdfft?md5=b5723875d08e730fb5b5fe76866c2983&pid=1-s2.0-S0261517723001000-main.pdf Verlag lizenzpflichtig https://doi.org/10.1016/j.tourman.2023.104818 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_74 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_187 GBV_ILN_213 GBV_ILN_224 GBV_ILN_230 GBV_ILN_370 GBV_ILN_602 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2004 GBV_ILN_2005 GBV_ILN_2007 GBV_ILN_2008 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2044 GBV_ILN_2048 GBV_ILN_2049 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2056 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2064 GBV_ILN_2088 GBV_ILN_2106 GBV_ILN_2110 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4242 GBV_ILN_4249 GBV_ILN_4251 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4330 GBV_ILN_4333 GBV_ILN_4334 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 100 2024 2 104818 1-12 26 01 0206 4467719970 x1z 25-01-24 26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. |
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10.1016/j.tourman.2023.104818 doi (DE-627)1878958844 (DE-599)KXP1878958844 DE-627 ger DE-627 rda eng Lei, Soey Sut Ieng verfasserin (DE-588)1201325277 (DE-627)1684870666 aut Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye 2024 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 Wang, Dan verfasserin (DE-588)1036296458 (DE-627)74984728X (DE-576)383815649 aut Fong, Lawrence Hoc Nang verfasserin (DE-588)1101959983 (DE-627)859860957 (DE-576)470026952 aut Ye, Shun verfasserin (DE-588)1052566782 (DE-627)788652427 (DE-576)40834962X aut Enthalten in Tourism management Amsterdam [u.a.] : Elsevier Science, 1982 100(2024) vom: Feb., Artikel-ID 104818, Seite 1-12 Online-Ressource (DE-627)320413217 (DE-600)2001580-X (DE-576)259484431 0261-5177 nnns volume:100 year:2024 month:02 elocationid:104818 pages:1-12 https://www.sciencedirect.com/science/article/pii/S0261517723001000/pdfft?md5=b5723875d08e730fb5b5fe76866c2983&pid=1-s2.0-S0261517723001000-main.pdf Verlag lizenzpflichtig https://doi.org/10.1016/j.tourman.2023.104818 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_74 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_187 GBV_ILN_213 GBV_ILN_224 GBV_ILN_230 GBV_ILN_370 GBV_ILN_602 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2004 GBV_ILN_2005 GBV_ILN_2007 GBV_ILN_2008 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2044 GBV_ILN_2048 GBV_ILN_2049 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2056 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2064 GBV_ILN_2088 GBV_ILN_2106 GBV_ILN_2110 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4242 GBV_ILN_4249 GBV_ILN_4251 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4330 GBV_ILN_4333 GBV_ILN_4334 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 100 2024 2 104818 1-12 26 01 0206 4467719970 x1z 25-01-24 26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies. |
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26 00 DE-206 Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies Recipe for perceived personalization in hotels Soey Sut Ieng Lei, Dan Wang, Lawrence Hoc Nang Fong, Shun Ye Actual personalization (dpeaa)DE-206 Hotel (dpeaa)DE-206 Mixed-study (dpeaa)DE-206 Perceived personalization (dpeaa)DE-206 Service effort (dpeaa)DE-206 Surprise (dpeaa)DE-206 |
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ind1=" " ind2=" "><subfield code="a">GBV_ILN_4307</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4313</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4322</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4323</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4324</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4325</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4326</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4330</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4333</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4334</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4338</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4393</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4700</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">100</subfield><subfield code="j">2024</subfield><subfield code="c">2</subfield><subfield code="i">104818</subfield><subfield code="h">1-12</subfield></datafield><datafield tag="980" ind1=" " ind2=" "><subfield code="2">26</subfield><subfield code="1">01</subfield><subfield code="x">0206</subfield><subfield code="b">4467719970</subfield><subfield code="y">x1z</subfield><subfield code="z">25-01-24</subfield></datafield><datafield tag="982" ind1=" " ind2=" "><subfield code="2">26</subfield><subfield code="1">00</subfield><subfield code="x">DE-206</subfield><subfield code="b">Personalization is commonly practiced in hotels as a means of addressing criticism of hospitality products and services as imitable. However, personalization attempts are not always successful, as customers may not perceive a service as personalized. Limited knowledge exists regarding how to craft personalized service successfully. This study explores how perceived personalization is formed in a hotel context by examining the causal relationship between actual personalization and perceived personalization. Mixed research design was adopted and three studies were executed sequentially. Study 1 comprises qualitative inquiries where two key factors (effort and surprise) of actual personalization attempts were identified. Their effects on perceived personalization were then tested through online experiments in Study 2. Finally, the relationships between actual personalization, perceived personalization and customer behavioral intention were confirmed based on survey data in Study 3. The findings can be conducive for hoteliers to implement successful personalization strategies.</subfield></datafield></record></collection>
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7.4023542 |