Year of Graduation
The Study of the Guest Experience in Hostels of Moscow
Experience Economy: Hospitality and Tourism Management
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.