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Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysia
(2021)
Customers’ experience is one of the most impactful factors in the tourism industry. Only by offering customers an excellent experience is it possible to build and ensure long-term customer loyalty. In today’s world, technology plays a key role in providing customers with an excellent customer experience. This study has the objective of analyzing how a positive customer experience can be achieved, and which technologies are necessary to ensure this. Results were collected through a literature review, and qualitative interviews with managers of selected hotels, as well as of attractions in Malaysia and Singapore. The analysis of these hotels and attractions is based on a set of criteria to determine the extent of the adoption of the new standards that contribute to positive online customer experiences. As a conclusion, different perspectives are compared, and positive and negative aspects of the use of modern technologies in the tourism industry are specified and discussed.
This paper gives an overview of the impact that the corona pandemic has on the export industry in Canada and analyzes the different Canadian government measures for exporters. In addition, the measures are subsequently evaluated in order to identify if the support measures can help Canadian exporters to overcome the crisis. The basis of this paper are semi-structured expert interviews with experts from the financial sector, scientific literature and studies. The results have shown that the COVID-19 pandemic has a major impact on Canada’s export economy and it’s GDP. Trade is only possible to a limited extent, as many borders are closed. The Canadian government reacted with an economic response plan to support Canadian individuals and businesses. This paper depicts and assesses the most eligible measures for export companies.