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 |
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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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| _version_ | 1832572419554934784 |
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| author | Javier De Esteban Curiel Mª Luisa Delgado Jalón Sandra Flores Ureba José Ángel Rivero Menéndez |
| author_facet | Javier De Esteban Curiel Mª Luisa Delgado Jalón Sandra Flores Ureba José Ángel Rivero Menéndez |
| author_sort | Javier De Esteban Curiel |
| collection | DOAJ |
| description | 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”. |
| format | Article |
| id | doaj-art-828ddfec150e461a9bc8e9adaad5bcdc |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2018-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-828ddfec150e461a9bc8e9adaad5bcdc2025-02-02T10:19:41ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662018-01-0114SI839410.18089/tms.2018.14SI109Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staffJavier De Esteban Curiel0Mª Luisa Delgado Jalón1Sandra Flores Ureba2José Ángel Rivero Menéndez3Rey Juan Carlos University, Paseo de los Artilleros, s/n. Spain,Rey Juan Carlos University, SpainRey Juan Carlos University, SpainRey Juan Carlos University, SpainThis 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”.https://tmstudies.net/index.php/ectms/article/view/979/pdf_93front-line employeesneural network analysishotelsvisitor emotional experience |
| spellingShingle | Javier De Esteban Curiel Mª Luisa Delgado Jalón Sandra Flores Ureba José Ángel Rivero Menéndez Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff Tourism & Management Studies front-line employees neural network analysis hotels visitor emotional experience |
| title | Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff |
| title_full | Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff |
| title_fullStr | Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff |
| title_full_unstemmed | Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff |
| title_short | Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff |
| title_sort | neural network analysis for hotel service design in madrid the 3ps methodology and the frontline staff |
| topic | front-line employees neural network analysis hotels visitor emotional experience |
| url | https://tmstudies.net/index.php/ectms/article/view/979/pdf_93 |
| work_keys_str_mv | AT javierdeestebancuriel neuralnetworkanalysisforhotelservicedesigninmadridthe3psmethodologyandthefrontlinestaff AT maluisadelgadojalon neuralnetworkanalysisforhotelservicedesigninmadridthe3psmethodologyandthefrontlinestaff AT sandrafloresureba neuralnetworkanalysisforhotelservicedesigninmadridthe3psmethodologyandthefrontlinestaff AT joseangelriveromenendez neuralnetworkanalysisforhotelservicedesigninmadridthe3psmethodologyandthefrontlinestaff |