Hotel Guest Experience

Main topic: Hudson & Hudson (2017) state “In a highly competitive environment, customers increasingly expect service providers to anticipate their needs and deliver on them. It is therefore important that customers’ expectations are understood by those delivering customer service”. Your task for this assessment is to write an evaluative literature review of information found in the literature relating to “guest experience in a hotel context”. Specifically, you will synthesise research from the scientific literature and industry publications and draw conclusions based on your research. In writing this work, you are required to follow the structure of a Literature Review The lietrature review must include, at a minimum, the following:  A definition of service and a discussion on what constitutes service experience in today’s competitive hotel context;  A historical overview of guest experience in hotels;  The relative importance of the service economy and what that means for international hotels;  What might be the consequences for a hotel when they do not deliver what customers expect;  A discussion of both tangible and intangible elements that a part of the guest experience. I will provide you a few relevant atricles but a minimum of 13 SCHOLOARLY articles are needed. Use APA referencing style.