گردشگری و توسعه

گردشگری و توسعه

تحلیل تجربه مهمانان در هتل بوتیک‌ها: رویکردی مبتنی بر تئوری منطق غالب بر خدمت و تئوری پردازش دوگانه

نوع مقاله : مقاله پژوهشی

نویسندگان
مریم عامری 1
محمد شریفی تهرانی 2
زاهد شفیعی 3
1 دانش‌آموختۀ دانشکدۀ هنرهای عالی و کارآفرینی، کارشناسی ارشد دانشگاه هنر اصفهان، اصفهان، ایران
2 استادیار گروه موزه و گردشگری، دانشگاه هنر اصفهان، اصفهان، ایران
3 دانشیار گروه موزه و گردشگری، دانشگاه هنر اصفهان، اصفهان، ایران
10.22034/jtd.2025.497573.3008
چکیده
هدف از این پژوهش بررسی و شناسایی ابعاد تجربۀ ادراک‌شدۀ مهمانان در هتل‌بوتیک‌‌ها با استفاده از مصاحبه‌های نیمه‌ساختارمند با مدیران و کارشناسان است. به این منظور، هفده مصاحبه انجام گرفته و دو نفر، ازجمله مصاحبه‌گر، به‌صورت مستقل، آن را مرور کرده‌اند؛ سپس، بر اساس روش تحلیل مضمون و پنج مرحلۀ معرفی‌شده توسط بران و کلارک و نرم‌افزار مکس‌کیودی‌ای کدگذاری شده است. درنهایت، چهار مضمون اصلی به‌ ترتیب اهمیت بر اساس فراوانی کدها استخراج شده‌ است: ۱. معماری و طراحی، ۲. ارتباط با مهمان، ۳. خرسند کردن کردن مهمان، ۴. احساسات و عواطف. تحلیل مضامین و داده‌ها بر اساس تئوری منطق غالب بر خدمت و تئوری پردازش دوگانه انجام شده است. نتایج مضامین اصلی در پژوهش این تئوری را تأیید می‌کند که ایجاد تجربۀ ایدئال برای مهمانان مستلزم روابط ایدئال‌ بین کارکنان و مهمانان و نیز، روابط ایدئال‌ بین کارکنان و مدیران/ کارکنان است. از این طریق، مشارکت فعالانه و داوطلبانۀ کارکنان در فعالیت‌های خلق مشترک ارزش (مانند نوآوری) افزایش می‌یابد. به‌ لحاظ کاربردی، نتایج این پژوهش را می‌توان در طراحی خدمات و توسعه و بهبود تجربۀ مهمانان در هتل‌بوتیک‌‌ها به کار برد.
کلیدواژه‌ها
تجربه
تئوری منطق غالب بر خدمت
تئوری پردازش دوگانه
رویکرد کیفی

عنوان مقاله English

Guests' stay experience in boutique hotels: A mixed approach of the service-dominant logic and dual processing theory

نویسندگان English

Maryam Ameri 1
Mohammad Sharifi-Tehrani 2
Zahed Shafiei 3
1 (MA, Art University of Isfahan
2 Assistant Professor, Department of Museum and Tourism, Art University of Isfahan, Isfahan, Iran
3 Associate Professor, Department of Museum and Tourism, Art University of Isfahan, Isfahan, Iran
چکیده English

In the present research, we aim to make an analysis of different dimensions of guests’ perceived experiences in the context of boutique hotels, employing semi-structured interviews with managers and industry experts. To this end, a total of 17 interviews were conducted and coded utilizing MAXQDA by two independent researchers, one of whom served as the interviewer, according to the thematic analysis methodology and the five-step process delineated by Braun & Clark (2006). Through the analysis of code frequency, four predominant themes were identified in the following order: 1) architecture and design, 2) relations with guests, 3) guest delight, and 4) emotions and feelings. The qualitative investigation was further substantiated by the theoretical frameworks of the service-dominant logic and dual processing theory. The findings relevant to the main themes underscore that creating quality experiences for guests necessitates appropriate relationships between employees and guests on the one hand, and appropriate relationships between employees and managers/employees on the other. The findings offer significant insights towards the enhancement of services and experiences within the context of boutique hotels.

کلیدواژه‌ها English

Experience
Service-dominant logic
Dual processing theory
Qualitative approach
 
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