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dc.contributor.authorPullman, Mellie
dc.contributor.authorRobson, Stephani K. A.
dc.description.abstractTraditional guest feedback methods such as surveys or mystery shopping are not ideal for collecting information about customers' reactions to a hotel's physical design. Because design is a visual medium, survey questions may not capture the whole of a guest's reaction to the design. By the same token, the reaction of mystery shoppers to design is not necessarily representative of all guests. Instead, a photography-based approach allows guests to show managers and researchers what they consider to be the hotel's design highlights and failures. A pilot study indicated that guests took notice of design elements that signified that the hotel was being considerate of their needs, as well as providing a functional, high-quality environment.
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjecthotel design
dc.subjectmarket research
dc.subjectcustomer feedback
dc.subjectsurvey techniques
dc.subjectdesign research
dc.titleVisual Methods: Using Photographs to Capture Customers’ Experience with Design
dc.description.legacydownloadsRobson7_Visual_methods_Using_photographs_to_capture_customers__experience_with_design.pdf: 590 downloads, before Aug. 1, 2020.
local.authorAffiliationPullman, Mellie: Portland State University
local.authorAffiliationRobson, Stephani K. A.: Cornell University

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