Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels

Abstract

This study explores the consumer experience by examining empirical data collected via a series of in-depth, semistructured interviews with luxury hotel guests. The study findings indicate that hotel guest experiences constitute both physical environment and human interaction dimensions. The research findings suggest that luxury hotel experiences are affected by trip-related factors and personal characteristics of consumers, which impact perceived experience dimensions. The research findings provide specific implications for hotel executives looking for ways to differentiate themselves from their competitors through using experience marketing strategies. In particular, the proposed framework in this study can help practicing managers understand how different factors play a role in consumer experiences. This article contributes to the overall understanding of consumer experience by illuminating the experience perceptions of consumers within the luxury hotel segment.