Resumo

CURIEL, Javier De Esteban; JALON, Mª Luisa Delgado; UREBA, Sandra Flores  e  MENENDEZ, José Ángel Rivero. Neural network analysis for hotel service design in Madrid: the 3Ps methodology and the frontline staff. TMStudies [online]. 2018, vol.14, n.Especial, pp.83-94. ISSN 2182-8458.  https://doi.org/10.18089/tms.2018.14SI109.

This paper takes into account a fresh approach to hotel service experience based on the concept of “3Ps Methodology” and “Neural Network Analysis” (NNA). Traditional tools of experience management have been implemented by hotel management in the last decades in order to fulfil the requirements of customer experiences. A more discriminating distinction is proposed in this research, based on the neural network algorithm (the Multilayer Perceptron) in order to achieve more efficiency. In this sense, Madrid hotels are analysed from the visitor’s perspective for showing the relationships established between front-line employees and customers. A face-to- face survey were conducted in several tourism hotspots in Madrid in order to investigate the hotel frontline service and the emotional experience of customers. The findings have been treated with statistical procedures and, after carrying out the neural network analysis, we have concluded that the Servicescape model could be classified under the category of “People- processing service”.

Palavras-chave : Front-line employees; neural network analysis; hotels; visitor emotional experience.

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