dc.contributor.author
Patsourakou, Eirini
en
dc.date.accessioned
2021-07-01T09:32:17Z
dc.date.available
2021-07-01T09:32:17Z
dc.date.issued
2021-07-01
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/29713
dc.rights
Default License
dc.subject
Guest satisfaction
en
dc.subject
Physical environment
en
dc.subject
Emotional customer experience
en
dc.subject
Relationship marketing
en
dc.subject
Service quality
en
dc.title
The impact of hotels’ physical
setting on guests’ emotions and
overall experience; Guest
relations management and
background music adding quality
and creating loyal guests
en
heal.type
masterThesis
en_US
heal.creatorID.dhareID
1109180009
heal.generalDescription
This dissertation was written as part of the MSc in Hospitality and Tourism
Management at the International Hellenic University.
This survey aims to describe and further explain the role of guest relations services and
background music in hotels, focusing on high quality hotel companies, how it affects
guests, consciously and unconsciously, and whether it can play an active role to
improve hotel procedures by creating mild relations among guests and personnel.
en
heal.dateAvailable
2021-05-10
heal.license
http://creativecommons.org/licenses/by-nc/4.0
en_US
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Hospitality and Tourism Management
en_US
heal.publicationDate
2021-05-10
heal.abstract
This survey aims to describe and further explain the role of guest relations services and
background music in hotels, focusing on high quality hotel companies, how it affects
guests, consciously and unconsciously, and whether it can play an active role to
improve hotel procedures by creating mild relations among guests and personnel. Can
background music constitute a useful tool of functionality for beneficial and productive
guest relations and customer service? Will employees’ performance influence guests’
possible return to the hotel?
Additionally, what needs to be examined is how background music creates a certain
atmosphere in hotels, expressing and revealing their culture and affecting guests’
emotions and impressions.
I would like to specially thank my supervisor Chryssoula Chatzigeorgiou who played a
significant role to the whole process of my dissertation and to the final outcome. With
her guidance I feel like my scientific work and effort gave me the desired results and
personal achievement and satisfaction.
en
heal.advisorName
Chatzigeorgiou, Chryssoula
en
heal.committeeMemberName
Avdimiotis, Spyros
en
heal.academicPublisher
IHU
en
heal.academicPublisherID
ihu
en_US
heal.numberOfPages
47
en_US