The development of the wellness facility within the luxury hotel sector around the world has been evident, with many professionals believing that spas are an expected element within luxury hotels. This paper has been written to provide further consideration for hoteliers who are looking to open a luxury hotel within the city of London, to add to the body of knowledge on spas and to stimulate further research in the field. The literature revealed a lack of realistic insight by hotel professionals. Statistics are quite broad and look more at other markets than directly at hotels in the city of London. By interviewing five senior managers of London's best known luxury hotels, the importance the spa plays to the hotel, its overall purpose of being in operation, personal managerial opinions on the facility and the overall economic benefit for the hotel are explored.
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strategies chosen by hotels. Additionally, hotels with the same classification have very similar
e., customer concern and trust inferences). The provision of an online response (versus no response) enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers. Using a human voice and a timely response yielded favorable customer inferences. Inferences did not vary with response source or action frame. Implications are drawn for effective management of negative online reviews.
The theoretical implications of these findings are that the online response should include same theoretical anchorings based on interactional justice and active listening that apply to face-to-face customer complaints. The major difference between an in-person complaint and an online review is that, in the review, the guest is not on premises waiting for a response, which changes the importance of the timing of a response and alters the perception of procedural justice, which supports the idea of a prompt response. This study further implies that hotel managers should include empathy or paraphrasing statements in their responses to online reviews.
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satisfeitos com a atual estraté especialmentegia do hotel. Por fim, importa kleber leite presidente flamengo mencionar que nenhum hotel por cinco
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Can a luxury hotel compete without a spa facility?—Opinions from senior managers of London's luxury hotels