From service delivery to crafting memorable experiences : guest perspectives

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Pham Truong, Hoang and Chu, Lien Thao and Nguyen, Phi Long and Dong, Thuy Duong and Baum, Tom (2026) From service delivery to crafting memorable experiences : guest perspectives. International Journal of Contemporary Hospitality Management, 38 (9). 2816–2836. ISSN 0959-6119 (https://doi.org/10.1108/IJCHM-12-2025-1854)

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Abstract

Purpose – This study explores the role of employees in shaping memorable hotel experiences (MHEs) through customer perceptions. It aims to identify employee attributes that strongly influence memorable guest experiences. Design/methodology/approach – A three-stage mixed-method design was applied to 30, 783 TripAdvisor reviews from 100 hotels across the world’s ten most visited cities. Text mining and sentiment analysis identified experience factors, and their relative contributions were quantified through regression modeling. A hermeneutic analysis of a 500-review subsample then interpreted the experiential meanings underlying staff-related patterns. Findings – Five employee attribute dimensions were identified as significant contributors to MHEs: emotional resonance, functional mastery, proactive resolution, personalized connection and flexibility. The analysis further reveals new guest insights into the role of authenticity and personal engagement in shaping their experiences. Practical implications – The findings provide actionable insights for hospitality practitioners seeking to enhance human resource strategies and service design. Originality/value – This study contributes to the literature on experience co-creation and customer experience management by identifying the dimensions of staff service most valued by guests, extending current understanding of experience formation within the hospitality context.

ORCID iDs

Pham Truong, Hoang, Chu, Lien Thao, Nguyen, Phi Long, Dong, Thuy Duong and Baum, Tom ORCID logoORCID: https://orcid.org/0000-0002-5918-847X;
CORE (COnnecting REpositories)