The Study of the Guest Experience in Hostels of Moscow

Student: Nesmeianova Diana

Educational Programme: Experience Economy: Hospitality and Tourism Management (Master)

Year of Graduation: 2016

These master thesis is dedicated to the study of the guest experience within the industry of Moscow hostels. As the case for investigations was chosen one of the market leaders – hostel "Vagabond". The research contains a many-sided analysis of customer experience, which the guests of this hostel receive on the different stages of communication with "Vagabond". Significant attributes of interaction with the hostel, which are influencing quality of customer experience, were revealed. Moreover, the study succeeded in bringing to light connections between loyalty and attributes of interaction with the hostel, which are important for the guests. Relevance of this research can be supported by the lack of information about customer experience in Moscow hostels, on one side, and the increase of hostels segment in Russia in 2015 year, on the other side, which has consequently stimulated the increase of competitive struggle within industry participants.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses