THE CUSTOMER EXPERIENCE AS A LOYALTY TOOL IN LUXURY HOSPITALITY: THE CASE OF FOUR SEASONS HOTEL MADRID

Abstract

In this project, it is explored the luxury sector at hospitality industry in Madrid to understand how guests' experiences influence their loyalty. Through interviews to experienced hotel managers it is possible to gather their insights and use their practical knowledge to make the research more accurate. Also, connect the findings to theories and frameworks previously studied. Overall, the aim is to learn more about what makes guests stay loyal to luxury hotels in Madrid, all while building on established theories in the field.