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Export Reference (APA) 
Veríssimo, M. & Loureiro, S. M. C. (2014). Enhancers and tools to improve luxury customer experience: hotel managers’ perspective. Revista Turismo e Desenvolvimento/Journal of Tourism and Development. 21/22 , 197-206
Export Reference (IEEE) 
M. Veríssimo and S. M. Loureiro,  "Enhancers and tools to improve luxury customer experience: hotel managers’ perspective", in Revista Turismo e Desenvolvimento/Journal of Tourism and Development, vol. 21/22 , pp. 197-206, 2014
Export BibTeX 
@article{veríssimo2014_1716215030323,
	author = "Veríssimo, M. and Loureiro, S. M. C.",
	title = "Enhancers and tools to improve luxury customer experience: hotel managers’ perspective",
	journal = "Revista Turismo e Desenvolvimento/Journal of Tourism and Development",
	year = "2014",
	volume = "21/22 ",
	number = "",
	pages = "197-206",
	url = ""
}
Export RIS 
TY  - JOUR
TI  - Enhancers and tools to improve luxury customer experience: hotel managers’ perspective
T2  - Revista Turismo e Desenvolvimento/Journal of Tourism and Development
VL  - 21/22 
AU  - Veríssimo, M.
AU  - Loureiro, S. M. C.
PY  - 2014
SP  - 197-206
SN  - 2182-1453
AB  - This study aims to explore how luxury hotels create hospitality experiences in order to examine consistency
of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international
luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client contact and adaptation of services are enhancers of customer experience in luxury hotels. These enhancers together with gastronomy, decoration, spa & wellness, staff and social networks are the most mentioned elements, confirming efforts of hotels to integrate experiences as an important role for hospitality industry. As far as one knows, this
is the first attempt to explore the perspectives of luxury hotel managers’ in creating customer experience using in-depth interview approach and content analysis.
ER  -