Experiencias turísticas memorables en los alojamientos de lujo de Guayaquil

Abstract

The tourism literature recognizes that the destinations and hospitality industry must design to memorable experiences. In fact, memorable tourism experience influences to future customer’s behaviors, for example the engagement. In this context, the general objective of doctoral thesis is to assessment the memorable tourism experience through the level customer`s engagement. Firstly, it is necessary to test the Kim’s seven dimensions of memorable tourism experience in the hospitality industry in the Guayaquil city. Secondly, this thesis developments a model to investigate the way memorable tourism experience affects customer´s engagement behavior. Lastly, this study adds the manager`s perception about of ways of designing memorable experiences. The methodology was combined, it means that qualitative (participant observation and reviews) and quantitative (surveys) approach was used, and ATLAS.ti. v.23 was used for qualitative analysis while the SMART PLS v.4 and SPSS v.24 was employed to analyze the quantitative information. The results indicate that Kim’s seven dimensions affect directly to the memorable tourism experience. Finally, memorable tourism experience influences to loyalty, co-creation, and trust to firm.