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| dc.creator | Rojas Concha, Luis Felipe | ||
| dc.creator | Quiñones Otey, Daniela | ||
| dc.creator | Rusu, Alexandru Cristian | ||
| Fecha Tésis | dc.date | 2020 | |
| Fecha Ingreso | dc.date.accessioned | 2021-10-21T13:51:10Z | |
| Fecha Disponible | dc.date.available | 2021-10-21T13:51:10Z | |
| Fecha en Repositorio | dc.date.issued | 2021-10-21 | |
| Resumen | dc.description | Customer eXperience (CX) has become one of the most decisive factors when we talk about achieving competitive advantage between companies or organizations from different industries. However, this requires knowing customers' perceptions and responses about a company. To accomplish this, it is necessary to evaluate the customer experience when the customers interact with different products, systems, or services at several touchpoints. There are various instruments/methods that allow evaluating the customer experience such as interviews, questionnaires, multidimensional scales, metrics, heuristics, among others. The problem arises when evaluators try to apply them, because they evaluate only certain aspects/dimensions of CX. Moreover, their results do not allow detecting in which touchpoints within the customer’ journey the problems happen as the results presented are very general. This research proposes a checklist consisting of 7 touchpoints and 102 items to evaluate the customer experience in hotels. To achieve this, a formal methodology composed of 8 stages was adapted and iterated 2 times with the aim of validating and refining the proposed instrument. In these iterations, multiple experiments were carried out with different profiles of experts, such as researchers and practitioners with the objective of validating various dimensions (e.g., utility, clarity, and applicability) and the content validity of the checklist. Based on the results obtained, it can be concluded that the proposed checklist allows to evaluate the customer experience at different touchpoints identified regardless of the type of hotel. However, if it is necessary to evaluate the customer experience in a specific type of hotel and more accurate results are desired, it is recommended to perform additional validations and refinements to this checklist including new touchpoints and items | |
| Resumen | dc.description | Project Progress Report | |
| Resumen | dc.description | Customer eXperience (CX) has become one of the most decisive factors when we talk about achieving competitive advantage between companies or organizations from different industries. However, this requires knowing customers' perceptions and responses about a company. To accomplish this, it is necessary to evaluate the customer experience when the customers interact with different products, systems, or services at several touchpoints. There are various instruments/methods that allow evaluating the customer experience such as interviews, questionnaires, multidimensional scales, metrics, heuristics, among others. The problem arises when evaluators try to apply them, because they evaluate only certain aspects/dimensions of CX. Moreover, their results do not allow detecting in which touchpoints within the customer’ journey the problems happen as the results presented are very general. This research proposes a checklist consisting of 7 touchpoints and 102 items to evaluate the customer experience in hotels. To achieve this, a formal methodology composed of 8 stages was adapted and iterated 2 times with the aim of validating and refining the proposed instrument. In these iterations, multiple experiments were carried out with different profiles of experts, such as researchers and practitioners with the objective of validating various dimensions (e.g., utility, clarity, and applicability) and the content validity of the checklist. Based on the results obtained, it can be concluded that the proposed checklist allows to evaluate the customer experience at different touchpoints identified regardless of the type of hotel. However, if it is necessary to evaluate the customer experience in a specific type of hotel and more accurate results are desired, it is recommended to perform additional validations and refinements to this checklist including new touchpoints and items | |
| Lenguaje | dc.language | eng | |
| Editor | dc.publisher | Valparaíso, Chile Pontificia Universidad Católica de Valparaíso | |
| dc.source | https://drive.google.com/file/d/1DU7KTkHHF52CGO2D-SWlCmg8QzT7tY6B/view?usp=sharing | ||
| Materia | dc.subject | Experiencia del Cliente | |
| Materia | dc.subject | Evaluación de la Experiencia | |
| Materia | dc.subject | Customer Experience | |
| Materia | dc.subject | Touchpoints | |
| Title | dc.title | Evaluating the customer experience in Tourism on the Hotel Industry | |
| Tipo | dc.type | software, multimedia |
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