Bravo, Rafael; Martinez, Eva; Pina, Jose M. - In: International Journal of Contemporary Hospitality Management 31 (2019) 1, pp. 389-405
Purpose: This paper aims to analyse customer experience in a hotel and its impact on customer attitudes to both the individual hotel and the hotel chain. Specifically, the study focuses on the effects of service perceptions on emotions, satisfaction, attitude to hotel chain, intention to...