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首页> 外文期刊>International Journal of Contemporary Hospitality Management >Children as customers in luxury hotels: What are Parisian hotel managers doing to create a memorable experience for children?
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Children as customers in luxury hotels: What are Parisian hotel managers doing to create a memorable experience for children?

机译：儿童作为豪华酒店的客户：巴黎人经理在做什么，为孩子们创造难忘的体验？

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PurposeThis purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of "strategic experiential modules" and the management of "service encounters" specific to a memorable experience for children in urban luxury hotels.Design/methodology/approachAn integrated model combining managerial and practice-oriented frameworks was used to study how luxury hotel managers design and create memorable experiences for children. The study took a qualitative approach in collecting in-depth data and interviewed 35 managers of five-star luxury hotels in Paris. The data were processed using the Alceste software, an automated lexical program that analyzed the co-occurrence of words and sentences.FindingsWith regard to the integrated model, the analysis of the interviews distinguished four main dimensions, which accounted for more than 84 per cent of the original textual data. Three dimensions, related to emotional-sensorial-physical experiential modules, described how managers strategically managed the child experience and journey while at their hotel. A fourth dimension was also identified in relation to the upstream of the service encounter. The findings highlighted a significant gap in how hotel managers were managing the experiences of children under 12 years of age and that further incorporation of various touchpoints is needed to improve the management of the service design.Research limitations/implications - This study demonstrated the applicability of the proposed integrated model, which offers valuable marketing implications for luxury hotel managers. It is suggested that more research on the management of the child experience and journey is conducted in the future.Originality/valueTo the best of the researchers' knowledge, this is the first empirical study to combine these two frameworks to study the management of the child experience and journey in the luxury hospitality sector.
机译：本研究的目的是从组织视角探讨体验营销中的两个关键问题：“战略体验模块”的管理和管理“服务遭遇”，对城市奢侈品酒店的令人难忘的经验.Design/Methodology /接近的综合模型结合管理和练习导向的框架用于研究奢侈品经理的设计以及为儿童创造难忘的体验。该研究采取了一种定性方法，用于收集深入数据，并采访巴黎五星级豪华酒店35位经理。使用Alceste软件处理数据，这是一种自动化词汇程序，分析了单词和句子的共同发生。关于综合模型的挑战，对面试的分析区分了四个主要尺寸，占84％以上原始文本数据。与情感传感器物理模块相关的三维维度描述了经理人如何在酒店的战略性地管理儿童体验和旅程。还与服务遭遇的上游有关的第四个维度。调查结果强调了酒店经理如何管理12岁以下儿童的经验，并且需要进一步纳入各种接触点来改善服务设计的管理。研究限制/影响 - 本研究证明了适用性拟议的综合模型，为奢侈品酒店管理人员提供了有价值的营销影响。有人建议在未来进行关于儿童经验和旅程的管理的更多研究。以研究人员的知识中最好的，这是结合这两个框架的首次实证研究，以研究孩子的管理豪华款待部门的经验和旅程。

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