Journal of Tourism Challenges and Trends
2024, Volume:17, Issue:1
Research Article
Customer Experience Design in Luxury Hotels
 ,
1
Department of Hospitality & Luxury Service Studies, University of Porto, Portugal
2
School of International Hotel Management, Hong Kong Polytechnic University
Published
March 13, 2025
Abstract

Customer experience (CX) has emerged as a critical differentiator in the luxury hotel segment, where guests demand personalized, flawless, and emotionally resonant services. This research article examines how luxury hotels design customer experiences through service personalization, spatial aesthetics, sensory elements, technology integration, staff engagement, and brand storytelling. Drawing on academic literature, industry case studies, conceptual models, and hypothetical data, the study evaluates key experience drivers, identifies trends in luxury hospitality, and proposes a holistic CX design framework. Findings show that emotional value, experiential personalization, and seamless service delivery have the strongest influence on satisfaction and loyalty in luxury hotels.

Keywords
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Volume:17, Issue:1
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