Managing Unique Competitive Advantages of Chain Hotels

Student: Panshina Natalia

Faculty: St.Petersburg School of Economics and Management

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

Year of Graduation: 2019

This paper dedicated to the identification of unique competitive advantages of five-star chain hotels. In addition, we attempted to find out whether the presence of unique competitive advantages influences consumers’ choice. As a result of theoretical analysis of the existing literature concerning competitive advantages in service organizations it was found out that unique competitive advantages related to micro-segmentation, customization and innovations have considerable value for guests of luxury hotels. In order to achieve the goal of the research, the author performed web-analysis of official hotel websites and content analysis of Booking.com reviews. One of the results was the creation of massive dataset including the list of all unique competitive advantages and their reflection in guest reviews. Furthermore, at the end of the paper, we introduced recommendations for improved hotel performance.

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