Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff
This paper takes into account a fresh approach to hotel service experience based on the concept of “3Ps Methodology” and “Neural Network Analysis” (NNA). Traditional tools of experience management have been implemented by hotel management in the last decades in order to fulfil the requirements o...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2018-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/979/pdf_93 |
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| Summary: | This paper takes into account a fresh approach to hotel service
experience based on the concept of “3Ps Methodology” and “Neural
Network Analysis” (NNA). Traditional tools of experience
management have been implemented by hotel management in the
last decades in order to fulfil the requirements of customer
experiences.
A more discriminating distinction is proposed in this research, based
on the neural network algorithm (the Multilayer Perceptron) in order
to achieve more efficiency. In this sense, Madrid hotels are analysed
from the visitor’s perspective for showing the relationships
established between front-line employees and customers. A face-toface survey were conducted in several tourism hotspots in Madrid in
order to investigate the hotel frontline service and the emotional
experience of customers.
The findings have been treated with statistical procedures and, after
carrying out the neural network analysis, we have concluded that the
Servicescape model could be classified under the category of “Peopleprocessing service”. |
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| ISSN: | 2182-8466 |