Designing hospitality experiences - Guest journey and touchpoints

5 important questions on Designing hospitality experiences - Guest journey and touchpoints

What is a touchpoint?

A touchpoint can be defined as the moment that the guest and the host (concept or brand) 'touch' or interact. 'the moment of truth' or 'attribute'.

For what is the servqual model designed?

To link the design of services to customers expectations and perceptions of service quality.

What does the servqual model?

It was the first attempt to analyse customer experience by looking at the 1. Design of the host performance 2. Comparing that (1) to the guest expectations and perceptions.
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What determines the level of satisfaction of a guest?

The guest's perception of how service was delivered, the actual execution of the design and the standards, compared to the expectations.

What is a holistic intangible experience?

That a guest will perceive the offer as a total package, as a whole, and not necessarily look at or asses all the individual elements it consists of.

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