The provision of personalized experience in enhancing guest engagement. Case: Pullman Phu Quoc Beach Resort.
Nguyen, Ngoc; Huynh, Lan (2022)
Nguyen, Ngoc
Huynh, Lan
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121429885
https://urn.fi/URN:NBN:fi:amk-2022121429885
Tiivistelmä
After the Covid-19 pandemic period, people are travelling again, and they expect personalised experiences more than just good services when coming to hotels. Providing personalised experience within the hospitality industry is considered as a strategy that could improve the relationship between guest and hoteliers, especially, strengthen guest engagement.
This study investigates and explains how personalised experiences and their applications could enhance guest engagement at Pullman Phu Quoc Beach Resort. The research is undertaken on Phu Quoc Island which is known as Pearl Island on the southwest coast of Vietnam, specifically, Pullman Phu Quoc Beach Resort is chosen as the research context. The study objective is to enrich the knowledge and awareness of two main terms ‘personalised experience’ and ‘guest engagement’ within the hotel industry, in the meanwhile, to evaluate the personalised experience ability in promoting guest en-gagement at Pullman Phu Quoc Beach Resort.
This study utilises both quantitative and qualitative research methods that set up a credible data foundation. The quantitative approach focuses on collecting numerical and statistical data. By contrast, the qualitative approach gathers qualitative data (text, notes, images) from answers of structured in-terview and online survey. Survey respondents helped the researchers to gain valuable perspectives as regards the topic whereas the interview with hotel’s representative brought an overview of personalised experiences and guest engagement in hotel operations.
The results taken from this study revealed two key points, specifically the provision of personalised experience at Pullman Phu Quoc Beach Resort and guests’ willingness to engage with a hotel based on the implementation of personalised experience. In addition, those outcomes provide a new understanding of the ‘personalised experience’ and ‘guest engagement’ within the hotel industry, especially, in a real case study - Pullman Phu Quoc Beach Resort. Besides, the study consequences also illustrate the researchers’ knowledge and perceptions on the topic as well as how authors achieved the research’s outputs based on those.
In common, personalised experience and guest engagement are two critical terms in the hospitality industry and the researchers believed that this study could be a reliable source for the research and development of the field.
This study investigates and explains how personalised experiences and their applications could enhance guest engagement at Pullman Phu Quoc Beach Resort. The research is undertaken on Phu Quoc Island which is known as Pearl Island on the southwest coast of Vietnam, specifically, Pullman Phu Quoc Beach Resort is chosen as the research context. The study objective is to enrich the knowledge and awareness of two main terms ‘personalised experience’ and ‘guest engagement’ within the hotel industry, in the meanwhile, to evaluate the personalised experience ability in promoting guest en-gagement at Pullman Phu Quoc Beach Resort.
This study utilises both quantitative and qualitative research methods that set up a credible data foundation. The quantitative approach focuses on collecting numerical and statistical data. By contrast, the qualitative approach gathers qualitative data (text, notes, images) from answers of structured in-terview and online survey. Survey respondents helped the researchers to gain valuable perspectives as regards the topic whereas the interview with hotel’s representative brought an overview of personalised experiences and guest engagement in hotel operations.
The results taken from this study revealed two key points, specifically the provision of personalised experience at Pullman Phu Quoc Beach Resort and guests’ willingness to engage with a hotel based on the implementation of personalised experience. In addition, those outcomes provide a new understanding of the ‘personalised experience’ and ‘guest engagement’ within the hotel industry, especially, in a real case study - Pullman Phu Quoc Beach Resort. Besides, the study consequences also illustrate the researchers’ knowledge and perceptions on the topic as well as how authors achieved the research’s outputs based on those.
In common, personalised experience and guest engagement are two critical terms in the hospitality industry and the researchers believed that this study could be a reliable source for the research and development of the field.