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An analysis of consumer value in a destination with a well-developed hotel industry after the pandemic of Covid-19: a case study on St. Regis Macao

Fang, Zihan LU (2025) SMMM40 20241
Department of Service Studies
Abstract
In the post-pandemic era, the hotel industry is gradually recovering alongside the broader tourism sector. As a key component of tourism, hotel quality plays a vital role in shaping
guest experiences. This thesis examines consumer value in the context of a well-developed hotel industry by focusing on the St. Regis hotel in Macao as a case study. The research
investigates what types of consumer value guests receive and how such value can be enhanced to support the revitalization of the hospitality industry after Covid-19.

Using a qualitative approach, the study collects first-hand data through netnography (analysing 108 guest reviews on TripAdvisor from 2023 onwards) and two semi-structured
interviews with hotel guests. The analysis... (More)
In the post-pandemic era, the hotel industry is gradually recovering alongside the broader tourism sector. As a key component of tourism, hotel quality plays a vital role in shaping
guest experiences. This thesis examines consumer value in the context of a well-developed hotel industry by focusing on the St. Regis hotel in Macao as a case study. The research
investigates what types of consumer value guests receive and how such value can be enhanced to support the revitalization of the hospitality industry after Covid-19.

Using a qualitative approach, the study collects first-hand data through netnography (analysing 108 guest reviews on TripAdvisor from 2023 onwards) and two semi-structured
interviews with hotel guests. The analysis is grounded in Holbrook’s (1999) framework of Typology of Consumer Value. The findings reveal eight types of consumer value with varying
degrees of importance, including a newly identified category: Personal value, which highlights the emotional and relational interactions between guests and hotel staff.

Overall, the study underscores the central importance of service quality and personalised engagement in shaping guest satisfaction and enhancing consumer value. These insights offer
practical implications for hotel operators and managers aiming to rebuild and differentiate their services in a post-pandemic landscape. (Less)
Please use this url to cite or link to this publication:
author
Fang, Zihan LU
supervisor
organization
course
SMMM40 20241
year
type
H2 - Master's Degree (Two Years)
subject
keywords
post-pandemic era, hotel industry, St. Regis hotel, Macao, consumer value, qualitative study, netnography, interview, Holbrook
language
English
id
9205122
date added to LUP
2025-06-24 14:48:00
date last changed
2025-06-24 14:48:00
@misc{9205122,
  abstract     = {{In the post-pandemic era, the hotel industry is gradually recovering alongside the broader tourism sector. As a key component of tourism, hotel quality plays a vital role in shaping
guest experiences. This thesis examines consumer value in the context of a well-developed hotel industry by focusing on the St. Regis hotel in Macao as a case study. The research
investigates what types of consumer value guests receive and how such value can be enhanced to support the revitalization of the hospitality industry after Covid-19.

Using a qualitative approach, the study collects first-hand data through netnography (analysing 108 guest reviews on TripAdvisor from 2023 onwards) and two semi-structured
interviews with hotel guests. The analysis is grounded in Holbrook’s (1999) framework of Typology of Consumer Value. The findings reveal eight types of consumer value with varying
degrees of importance, including a newly identified category: Personal value, which highlights the emotional and relational interactions between guests and hotel staff.

Overall, the study underscores the central importance of service quality and personalised engagement in shaping guest satisfaction and enhancing consumer value. These insights offer
practical implications for hotel operators and managers aiming to rebuild and differentiate their services in a post-pandemic landscape.}},
  author       = {{Fang, Zihan}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{An analysis of consumer value in a destination with a well-developed hotel industry after the pandemic of Covid-19: a case study on St. Regis Macao}},
  year         = {{2025}},
}