In the bustling world of academia, Xenia WONG embarked on a journey to study the asymmetric impact of service attributes on customer satisfaction. Guided by mentors from PolyU, Florida State University, and the University of Houston, she explored customer experiences in upscale hotels. Her passion was sparked during a big data analytics course, culminating in winning the Asia Pacific CHRIE Youth Conference 2024 Best Paper Award.
Despite challenges in writing and balancing studies, her perseverance and her supervisors' support propelled her forward. Equipped with coding skills and networking expertise, Xenia embraced growth, poised to transform the hospitality industry with her insights and innovations.
Ms. WONG Nga Yin Xenia
School of Hotel and Tourism Management
Understanding how different service attributes impact customer satisfaction and dissatisfaction is crucial in hotel management. This involves analyzing customer feedback to identify which aspects of service are most valued by guests and how these can be optimized to enhance overall service quality.
The research focuses on the relative competitiveness of service attributes, which is essential for developing effective strategies to position a hotel favorably against its competitors. This involves understanding market trends, customer preferences, and leveraging unique service offerings to gain a competitive edge.
The use of big data analytics to analyze customer feedback and service attributes is a growing area in hotel management. This involves collecting and interpreting large volumes of data to gain insights into customer behavior and preferences, which can inform decision-making and improve service delivery..
Conducting research to explore new theories and methodologies, such as the two-factor theory in service management, is vital for innovation in the hospitality industry. This involves a continuous process of learning, experimenting, and applying new knowledge to improve hotel operations and guest experiences.
The research project required analyzing complex service attributes and their impact on customer satisfaction. This involved critical thinking to evaluate data, identify patterns, and solve problems related to customer experiences in the hospitality industry.
Overcoming challenges such as writing a strong research paper and balancing multiple responsibilities demonstrates adaptability and resilience. These skills are essential for navigating the uncertainties and pressures of both academic and professional environments.
The ability to communicate ideas clearly and concisely is highlighted through the writing process and collaboration with supervisors and peers. Effective communication is crucial for presenting research findings, networking, and engaging with diverse audiences.
The journey of conducting research and learning new coding methods reflects a commitment to continuous learning. Embracing new knowledge, techniques, and feedback contributes to personal and professional growth.
Building professional connections and collaborating with other researchers and scholars are key aspects of lifelong learning. Networking provides opportunities for knowledge exchange, mentorship, and expanding one's perspective on various topics and methodologies.
The pursuit of knowledge is a lifelong journey! To further expand your knowledge and continue your personal and professional growth. Click and explore the following learning resources:
Big Data Analytics in Hospitality
Research and Development in Hospitality
Critical Thinking and Problem-solving
Communication and Presentation Skills
