The examination of experience economy at hotel special events: from the locals’ perspective

The economic downturn has inspired hotels to turn their attention to local residents to seek new revenue sources, and they are offering more of own special events to attract nearby residents to their venues. This study examines locals’ experiences at hotel special events, and evaluates their intention to purchase special event packages that include room nights. By employing Pine and Gilmore’s dimensions of experience economy, this study found that escapism experience and positive memory have strong impacts on locals’ purchase intention of hotel room nights in association with hotels’ special events. Based on the findings, this paper reports the potential of local customers to serve as revenue generators and concludes with practical implications for developing special event packages.</p

The impact of prior knowledge and educational experiences on event planners’ green intention

Environmental sustainability has become a matter of primary concern in the event andmeeting industry; this paper, therefore, investigates whether prior knowledge and educationalexperiences related to environmental sustainability are influential motivators in causing eventplanners to commit to engaging in ecologically-friendly behavior. The regression analysisshowed that the intention to implement green event practices is positively influenced by bothknowledge of green practices and educational experience in green practices. Particularly,educational experience was found to be a strong influential factor contributing to intention toengage in green or sustainable practices for event planners. This study not only highlightsacademic discussion on sustainability and green education, but also derives managerialimplications for the event and meeting industry based on the findings.</p

The influence of customer-contact service on hotel experience: guest satisfaction with front office experience in Washington, D.C. hotels

This study focuses on the services provided by the front office in hotels and guest satisfaction with these services. The role of front line employees in the hospitality environment, who have the most direct contact with hotel guests, is the subject of this research. The most heavily identified demanding, personalized services of the front office are analyzed by looking at higher satisfaction levels, and also higher service quality as a result of staff performance. Satisfaction levels at the front office are further discussed as the significant service experiences influence customers’ future behavioral intention.</p