“An Empirical Research on the Impact of Holistic Business Approach on Customer Experience in the UAE Luxury Hospitality Industry”

Menon, Flomny (2021) “An Empirical Research on the Impact of Holistic Business Approach on Customer Experience in the UAE Luxury Hospitality Industry”. Doctoral thesis, University of Wales Trinity Saint David.

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Abstract

The current empirical research aims to investigate the influence of holistic business practices in the luxury sector of the hospitality industry and their impact on customer experience in the United Arab Emirates (UAE). At present, the luxury hospitality industry exhibits an incomplete picture of holistic business practice by mainly focusing on economic profitability and environmental sustainability. The research aims to identify how current business practices in the UAE luxury hospitality industry can be improved using a holistic approach. Qualitative research methods were selected for data collection and analysis via fifteen (15) semistructured interviews and field site observations. The findings of the semi-structured interviews were analysed using thematic analysis, namely Theme1-Current Holistic Business Practices and Measures Taken for Customer Satisfaction; Theme 2 - Holistic Business Practices Adopted, Relationship Between the Holistic Business Practices; Theme 3 - Sustainability and Employees; and Theme 4- Gap in the Current Business Practice and Measures to Be Taken for Sustainability. Primary data findings showed the need to integrate contextual factors with a holistic approach of leadership or holistic business practices to shape business operations in line with the four dimensions of sustainability: economic, social, cultural, and environmental. Holistic leadership is important for shaping the holistic business practices of the contemporary business organisations in the service sector organisations. The study concludes that there is a significant relationship between customer experience and holistic practices, where the latter has significant implications in the form of increased employee productivity and participation in decision-making, increased customer satisfaction, increased profitability, and brand image. The study shows that by connecting operational and supporting processes with effective regulatory policy guidelines, businesses can effectively attain the goal of sustainability.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Holistic business approach, Luxury hospitality industry' United Arab Emirates
Divisions: Theses and Dissertations > Doctoral Theses
Depositing User: Sandra Stedman
Date Deposited: 09 Jun 2021 12:05
Last Modified: 09 Jun 2021 12:13
URI: https://repository.uwtsd.ac.uk/id/eprint/1679

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