Article
French
ID: <
50|dedup_wf_001::50c1472e64d0d84314bdceb83c53ecd0>
·
DOI: <
10.7202/1040233ar>
Abstract
Tourism accommodation has undergone a profound change, with a focus on the production of local contexts which either constitute the actual supply or are used to better position this offer with regard to competition. The purpose of this research is therefore to measure the influence of the services (functional versus hotel) offered by a high-end hotel in an attractive park on customer satisfaction. To do so, we used Sylvie Llosa’s tetraclasse model from a sample of 9053 customers residing at the New York Hotel (4 stars) in Disneyland Paris. The results show that the Board appears to be the only key element and that the “functional” services linked to the hotel’s standing (reception, meals, information, etc.) predominate over local services (recreational activities, shop, etc.) in satisfaction. Thus, the American Way of Life context created in this hotel has little influence on customers mainly focusing on functional services to recover from hyperstimulation from the theme park. These results suggest a change in the desperate context around the ‘sleeping well’ by taking into account more sensory variables in the offer and the analysis of satisfaction.