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研究生: 歐宇婕
Ou, Yu-Chieh
論文名稱: 探索風格旅店之在地文化旅遊體驗設計 台南友愛街旅館小管家走街為例之個案研究
Investigating Experiential Tourism Design regarding Local Culture in the Lifestyle Hotel Industry: Case of the U.I.J local tour
指導教授: 劉舜仁
Liou, Shuenn-Ren
共同指導教授: 高如妃
Kao, Jufei
學位類別: 碩士
Master
系所名稱: 規劃與設計學院 - 創意產業設計研究所
Institute of Creative Industries Design
論文出版年: 2019
畢業學年度: 107
語文別: 英文
論文頁數: 108
中文關鍵詞: 共創旅遊體驗管家服務體驗旅遊風格旅店
外文關鍵詞: tourism experience co-creation, butler service, experiential tourism, lifestyle hotel
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  • 隨著旅遊愈來愈個人化、旅客在自我意識的提升與旅遊動機的重視下,期待能夠 透過深度旅遊獲得不一樣的體驗與感官享受。旅行方式逐漸取代過去的觀光活動而是 能有更貼近在地的文化體驗。 如今,有越來越多特色旅店,讓飯店成為旅行的目的, 住宿不再只精確地符合定義:「一個為旅客提供的住宿地點」,更將風格經濟概念延伸,強調在地文化、靈魂,人與人之間的互動,貼近旅行本質的住宿體驗,希望帶給 消費者難忘的旅遊回憶。
    本研究以質性研究方法,研究者將以台南友愛街旅館為個案分析,以旅館中的管 家角色- 跳脫傳統而是具創意與美感服務特質的小管家之觀點切入,透過旅館實習經 驗及活動參與,以參與式觀察及深度訪談之方式,探討作為一個新型態的風格旅店的 商業模式及其品牌理念。本研究內容主要探討-「小管家帶路」導覽活動來檢視小管 家與消費者之共創在地體驗過程,經由個案研究分析發現小管家與不同旅客間的共創 體驗可分為(1) 媒介型 (2)夥伴型 (3)領導型 (4)網絡型四種共創體驗模式,並透過記 憶主導邏輯檢視如何透過小管家的角色,增進旅行的獨特體驗,將共創體驗提升為美好的記憶。

    In the experience economy era, travelers put special importance on self-awareness and personal experience, and expect to experience different things as well and sensory enjoyment through experiential tourism. Mere sightseeing and leisure activities can no longer satisfy. As such, there are more and more hotels focusing on expanding the concept of style economy to emphasize cultural authenticity and provide new-style accommodation experiences in order to impart meaningful, impactful memories to travelers.
    The researcher uses the U.I.J Hotel & Hostel as a case study to explore its butler service who equipped with a creative and aesthetic taste. This study utilizes participatory observation, in-depth interviews and an internship to understand the hotel model and company. It aims to explore the experience co-creation between the butlers and travelers in the U.I.J local tour. After analysis of the selected case study, it is found that there are 4 co- creation models: (1)Media based co-creation model (2) Partnership co-creation model (3) Leadership co-creation model (4) Network based co-creation model. The researcher then examines how the butler enhances the memorability of the co-creation experience through memory- dominant logic.

    Chapter 1 Introduction ........... 1 1.1 Research Background ............ 1 1.1.1 The Sixth Industry:Style Economy ........ 1 1.1.2 Rise of lifestyle hotel ........... 3 1.1.3 Trend of domestic travel:Travelers looking to reward themselves .. 5 1.2 Motivation .............. 7 1.2.1 Industrial Perspective ............ 7 1.2.2 Theoretical Perspective .......... 10 1.2.3 Personal Perspective ............ 10 1.3 Research Objectives and Questions .......... 11 1.4 Research Framework ............. 12 1.5 Case Selection and Brief Introduction .......... 14 Chapter 2 Literature Review .......... 17 2.1 Experience economy ............. 17 2.1.1 Experience economy in in hospitality industry ...... 17 2.1.2 Experiential tourism ............ 18 2.1.3 Tourism experience ............ 21 2.2 Hotel industry ............... 23 2.2.1 Lifestyle hotel ............ 23 2.2.2 Evolution of hotel butler service ......... 25 2.2.3 Japan butler service- Okami ......... 27 2.3 Employees-tourist relationship experience ........ 27 2.3.1 Experience co-creation .......... 27 2.3.2 Taking frontline staff as important role in experience co-creation .. 30 2.3.3 Memorable experience .......... 30 2.4 Disruptive innovation in lifestyle hotel ......... 34 2.4.1 Lifestyle entrepreneurship ......... 34 2.4.2 Innovation culture ........... 35 Chapter 3 Methodology ............ 37 3.1 Research Design .............. 37 3.1.1 Research Concept ............ 37 3.1.2 Research Process ........... 38 3.2 Research Methods ............. 39 3.2.1 Case Study ............ 40 3.2.2 Semi-structured In-depth Interview ........ 41 3.2.3 Participant observation .......... 42 3.3 Data collection process ............. 44 3.3.1 Criteria for interviewees selection ......... 44 3.3.2 Interview structure ............ 49 3.4 Data Analysis .............. 51 Chapter 4 Analysis ............ 53 4.1 Overview of the U.I.J Hotel & Hostel ......... 53 4.1.1 Introduction of U.I.J Hotel & Hostel ......... 53 4.1.2 Hotel activities ............. 58 4.1.3 The Butler- the spirit of U.I.J Hotel & Hostel ...... 60 4.2 Target customers of the U.I.J local tour ......... 64 4.2.1 General customer profiles .......... 64 4.2.2 Introduction of the four travelers ........ 65 4.2.3 Overview of customer analysis ......... 70 4.3 Butler service in U.I.J Hotel & Hostel .......... 70 4.3.1 Social mediator ............ 71 4.3.2 Brand image ............. 71 4.4 Elements that influence the tourism experience of the U.I.J local tour .... 73 4.4.1 Butler as a tour guide .......... 73 4.4.2 Activity meeting the expectation ........ 76 4.4.3 Unique experiences ............ 78 4.5 The co-creation tourism models of the U.I.J local tour.. ...... 80 4.5.1 Media beased co-creation model .......... 81 4.5.2 Partnership co-creation model ......... 81 4.5.3 Leadership co-creation model .......... 82 4.5.4 Network beased co-creation model ........ 83 4.5.5 Summary .............. 84 Chapter 5 Discussion ........... 87 5.1 Findings & discussions ............. 87 5.1.1 U.I.J Hotel & Hostel: Not just a lifestyle hotel ....... 87 5.2 Implications for Theory ............. 91 5.3 Implications for Practice ............ 93 5.4 Research Limitation ............. 94 Chapter 6 Conclusion and Future Study ......... 96 6.1 Conclusion ............... 96 6.2 Future Study .............. 99 References.....101 Appendixes.... 108

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    Website Information
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