2021-07-01T09:32:17Z

2021-07-01

Default License

Physical environment

Relationship marketing

The impact of hotels’ physical setting on guests’ emotions and overall experience; Guest relations management and background music adding quality and creating loyal guests

1109180009

2021-05-10

free

School of Economics, Business Administration and Legal Studies, MSc in Hospitality and Tourism Management

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.

Avdimiotis, Spyros

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