Purpose

This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented.

Design/methodology/approach

A grounded theory, qualitative methodology was used to assess MDL value transformation. Inductive methods included conducting in-depth interviews with hotel managers and analyzing social media reviews for each hotel. Guest reviews served as an indicator of memory outcomes and the counterpoint to the managerial interviews, supporting or refuting interview findings.

Findings

Key dimensions emerged, emphasizing the importance of managerial inputs to experience design, service experience attributes and memorable experience creation, demonstrating a sequence of memory-based value creation and outcomes such as positive word of mouth/electronic word of mouth (WOM/eWOM). Sentiment analysis identified attributes that appear to be a “must-have” to avoid dissatisfaction, as well as areas at risk for negative memories. Dimensions were developed into a framework using themes derived from MDL value transformation, management and consumer inputs that influence memorable experience outcomes in this context.

Research limitations/implications

The study supported the MDL theoretical framework by illustrating the flow from managerial inputs to the service experience, to elements of experience co-creation, and through to the guests’ WOM/eWOM and experience memories. The findings highlighted the symbiotic relationship between firm culture and service experience design, providing guidance for managerial practice going forward.

Originality/value

This paper uncovers major themes and dimensions identified by guests and managers as necessary in creating memorable experiences in a luxury setting and develops a framework that serves as a foundation for further study, including anteceding factors and their impact on hedonic consumption across experience domains.

中文翻译：

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在豪华酒店探索难忘的体验

 目的

本研究旨在探索豪华酒店环境中的记忆主导逻辑 （MDL），以评估管理体验决策到难忘体验的流程，从而带来客人的结果。虽然对难忘体验的研究越来越受欢迎，但在豪华酒店环境中使体验令人难忘的理论基础并没有得到很好的记录。

设计/方法/方法

使用扎根理论、定性方法来评估 MDL 值转换。归纳方法包括与酒店经理进行深入访谈并分析每家酒店的社交媒体评论。客人评论是记忆结果的指标，与管理式访谈相反，支持或反驳访谈结果。

 发现

关键维度出现了，强调了管理投入对体验设计、服务体验属性和难忘体验创造的重要性，展示了一系列基于记忆的价值创造和成果，如积极的口碑/电子口碑 （WOM/eWOM）。情绪分析确定了似乎是避免不满的 “必备 ”属性，以及有负面记忆风险的领域。维度被开发成一个框架，使用源自 MDL 价值转型、管理和消费者输入的主题，这些主题会影响在这种情况下令人难忘的体验结果。

研究局限性/影响

该研究通过说明从管理输入到服务体验，再到体验共创要素，再到客人的 WOM/eWOM 和体验记忆的流程，支持 MDL 理论框架。研究结果强调了公司文化和服务体验设计之间的共生关系，为未来的管理实践提供了指导。

 原创性/价值

本文揭示了客人和管理者在豪华环境中创造难忘体验所必需的主要主题和维度，并开发了一个框架作为进一步研究的基础，包括前因因素及其对跨体验领域享乐消费的影响。