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Corvinus University of Budapest Doctoral CORVINUS UNIVERSITY OF BUDAPEST DOCTORAL DISSERTATION Katalin Juhász-Dóra Budapest, 2020 Katalin Juhász-Dóra: PARADOX OF GUEST SPACE Milieu of luxury hotels in Budapest from the perspective of local society Doctoral School of Business Administration Supervisors: Michalkó Gábor, Doctor of the Hungarian Academy of Sciences, Professor Mitev Ariel, PhD, Associate Professor © Juhász-Dóra Katalin CORVINUS UNIVERSITY OF BUDAPEST DOCTORAL SCHOOL OF BUSINESS ADMINISTRATION PARADOX OF GUEST SPACE Milieu of luxury hotels in Budapest from the perspective of local society DOCTORAL DISSERTATION Katalin Juhász-Dóra Budapest, 2020 TABLE OF CONTENTS List of Figures ........................................................................................................................... 9 List of Tables ........................................................................................................................... 10 1. Introduction ........................................................................................................................ 13 1.1 Theoretical framework of tourism research and research problem .................................................. 13 1.2 Identification of research problem: paradox of guest space ............................................................ 20 1.3 Local society in luxury hotels - national and international cases ..................................................... 23 2. Objectives and structure of the study ............................................................................... 28 3. Modern interpretation of luxury ...................................................................................... 32 3.1 Interpretation of luxury in city tourism - desires and needs ............................................................ 32 3.2 Luxury and consumer behaviour analysis .................................................................................. 34 3.3 Luxury and ordinary services - distinguishing between products and services ................................... 36 3.4 Interpretation of the luxury environment - focus on hotels ............................................................ 42 4. Tourism places and spaces ................................................................................................ 52 4.1 Open and closed tourism spaces .............................................................................................. 52 4.2 Hotel, as tourist experience scene............................................................................................. 54 4.3 Scenes of city tourism............................................................................................................ 56 4.4 Social significance of space .................................................................................................... 57 4.5 Genius loci, or the spirit of place ............................................................................................. 58 4.6 Place identity and location ...................................................................................................... 61 4.7 Business and luxury services - consumer value and success factors ................................................ 63 4.8 Exploring the relationship between local society and the hotel industry ........................................... 68 5. Hotelscape ........................................................................................................................... 70 5.1 Behaviour and physical environment ........................................................................................ 70 5.2 Historical overview of the built environment and behavior ............................................................ 73 5.3 Investigation of the environment of luxury services in luxury hotels ............................................... 74 5.4 Hotel public spaces today ....................................................................................................... 81 6. Research .............................................................................................................................. 85 Luxury service setting from the perspective of the local society .......................................................... 85 6.1 Research focus and objectives ................................................................................................. 86 6.2 Exploratory research ............................................................................................................. 87 6.2.1 Theory of exploratory research............................................................................................................ 88 6.2.2 Case Study, as a research method ........................................................................................................ 90 6.2.3 Aim of pilot-study and justification of the field research location ...................................................... 92 6.2.4 History of the model hotel and services of the luxury hotel ................................................................ 95 6.2.5 Pilot-Study is the services of the examined luxury hotel ..................................................................... 97 6 6.2.6 Approaching the research problem in practice .................................................................................... 99 6.2.7 Results of questionnaire .................................................................................................................... 101 6.2.8 Summary of Pilot study findings ....................................................................................................... 104 6.3 Complex case study ............................................................................................................ 105 6.3.1 Justification of qualitative research method application .................................................................... 105 6.3.2 Theoretical framework of exploratory research................................................................................. 106 6.3.3 Eye-tracking research ........................................................................................................................ 107 6.3.4 Application of eye camera research in tourism ................................................................................. 109 6.3.5 Space perception ................................................................................................................................ 111 6.4 Research focus ................................................................................................................... 113 6.4.1 Location of the field research - sample hotel ..................................................................................... 114 6.4.2 The historical background of Hilton Budapest .................................................................................. 115 6.4.3 Research preparation and data collection .......................................................................................... 119 6.4.4 Data analysis and evaluation of results .............................................................................................. 125 6.4.5 Evaluation of interview results .......................................................................................................... 126 1) Information and communication ................................................................................................... 126 2) Bar and restaurant.......................................................................................................................... 127 3) Hotel spaces .................................................................................................................................. 128 6.4.6 Evaluation of results by user types .................................................................................................... 130 1) Non-user group ...................................................................................................................................... 131 2) Light-user group ..................................................................................................................................... 132 3) Heavy-user group ................................................................................................................................... 133 6.5 Service perception and development proposals - managerial implementation .................................. 135 6.6 Aggregate research results .................................................................................................... 136 6.6.1 Identification of time-specific elements by sample groups ............................................................... 136 6.6.2 Identification of tourist milieu elements by sample groups ............................................................... 137 6.6.3 Scope of services and development proposal .................................................................................... 139 6.6.4 Framework of luxury hotel milieu ..................................................................................................... 140 7. Summary ........................................................................................................................... 142 7.1 Scientific results ........................................................................................................... 143 7.2 Hotel Luxury Services - Luxury Hotel
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