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
Recommended Articles
Research Article
THE ROLE OF PERSONAL VALUES IN DETERMINING U.S. MEDICAL TOURISTS’ EXPECTATIONS AND PERCEPTIONS OF HEALTHCARE FACILITY SERVICE QUALITY: AN EXPLORATORY INVESTIGATION
Published: 06/06/2010
Research Article
METHODOLOGY OF DETERMINING THE AGRI-TOURISM POTENTIAL ON GEORGIA’S EXAMPLE
...
Published: 10/02/2011
Research Article
COPRENEURSHIP AND RURAL TOURISM: OBSERVATIONS FROM NEW ZEALAND AND FUTURE RESEARCH DIRECTIONS
Published: 19/03/2011
Research Article
TOURISM AS SOLUTION – PERCEIVED RISKS INFLUENCING PARTICIPATION IN HEALTH-RELATED TOURISM
Published: 23/05/2010
Loading Image...
Volume:17, Issue:1
Citations
12 Views
4 Downloads
Share this article
© Copyright @Romanian-American Association of Project Managers for Education and Research (RAAPMER)