Trial 1

Thank you for participating in my survey in collaboration with Citizen M, Schipol and Amsterdam Central. Your feedback is important to us in order to find out, how this hotel chain can improve its guests' experience from a conscious and subconscious emotional point of view.

As a 4th year student at Hotelschool The Hague, I am currently undergoing a research project that will be part of my thesis report. For this research, I decided to study and test the importance of an emotional experience within technologically savvy hotels. Traditional research studies about customers’ responses to hotels concentrate primarily on satisfaction and the disconfirmation between the guests’ expectations and perceived service quality. However, the latest studies within the industry have demonstrated the strong impact of emotions on customer satisfaction and loyalty behaviors. Therefore, with this survey I will be proving the importance of emotions, I will be defining the mismatch between the desired emotional involvement and those experienced by the guest and finally I will be able to recommend changes to the hotels service provision.

This survey should take approximately 10 minutes of your time and, understandably, your answers will be completely anonymous. Additionaly, all of the results from the survey will be used for internal purposes.