This thesis was written for the company Van Spronsen & Partners (VSP), a hospitality consultancy company based in Leiden. VSP is a hospitality consultancy agency which specialises in the hospitality and leisure industry with over 35 years of experience. The company is receiving an increase of requests …

The research aims to identify which are the key factors that can influence the travel behaviour of an active tourism solutions provider. The study is conducted within the scope of the Abruzzo region

The paper explores how the customer experience bridges the relationship between signaling and trust in online shopping, following the framework of the Design-Based Research cycle. The main research question is as follows: “How does the end-to-end customer experience bridge the relationship between signaling …

How the customer experience in luxury retail is changing and what the future of it looks like based on customers needs and wants.

This report represents research on the current state of tourism and city hospitality in Amsterdam, which is referred to as over tourism. There is an increasing pressure on the city and its inhabitants, hence sustainable tourism development is needed, with the use of socio-cognitive mindfulness for visitors. …

The capacity to deal with digital transformation is a valuable asset for established organizations, and employees play a crucial role in this process. This study contributes to the understanding of employees’ sensemaking of digital transformation in the tour operating industry. Using prior digital transformation …

This paper's main goal is to shed a conceptual light on the hospitality perspective regarding online peer-to-peer interactions and present the collaborative paradigm of the online communication approach to elucidate hospitable online interactions on collaborative platforms. We believe that hospitable …

This thesis project was carried out for Accres. In previous years, Accres conducted customer satisfaction surveys on an occasional basis. In the customer satisfaction surveys the main focus was on the hard side of the service quality. That is why Accres requested an additional research on the soft side …

Abstract: Entering a building is a ‘moment of truth’ and may invoke feelings of hospitableness. Physical environments and staff behaviour deliver ‘clues’ that may result in the experience of hos- pitality. The focus in a reception area may be on mitigation of risks, or on a hospitable atmosphere, with …

This research is to gather insights into Talent mobility across brand portfolio’s, the support they are receiving from TM and the internal barriers that are possible hindering and limiting their mobility aspirations. Talent are unanimously supported in their endeavours of mobility, facing the consequences …