Standardisation or Customisation? An Investigation of the Attributes of Customer Experience Among International Hotel Brands in China and New Zealand
The features of international hotel brands are reflected in the standardised hotel products and services they offer (Ivanova et al., 2016). However, the needs and expectations of hotel guests are changing, as they now seek experiential hotel products and services (Bharwani & Butt, 2012). Therefo...
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Auckland University of Technology,
2021-02-28T21:50:17Z.
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| Online Access: | Get fulltext |