The association between the type of hotel and customer satisfaction - Masson, Marine
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In a world where customers are more volatile and demanding than ever, where internet made everything easy, from choosing, selecting, looking for information and criticise, how luxury hotels can make profit and do the difference ? How to be remembered ? What are customers looking for and expecting ? Does the size or type of hotel matters ? And is exclusivity influenced by it ? These are the questions I'm trying to answer. Satisfy customer's needs and desires is not enough anymore. They want to be surprised, they want to feel special, they want to live the best experience of their lives.

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Produktbeschreibung
In a world where customers are more volatile and demanding than ever, where internet made everything easy, from choosing, selecting, looking for information and criticise, how luxury hotels can make profit and do the difference ? How to be remembered ? What are customers looking for and expecting ? Does the size or type of hotel matters ? And is exclusivity influenced by it ? These are the questions I'm trying to answer. Satisfy customer's needs and desires is not enough anymore. They want to be surprised, they want to feel special, they want to live the best experience of their lives.
Autorenporträt
Marine Masson, born in Bayonne (France), graduated from Rennes Business School in 2014 with a Master in international marketing. In love with travels and the hospitality industry, she enjoyed working and spending time in beautiful hotels. She decided to write about luxury hotels, and how some of them succeed to become a reference in this sector.