Abstract
The essence of the hospitality industry depends on the right kind of service at the right time to make the customer happy. It is like anyone’s experience of how would like to be treated once he is out of his home. The perseverance of this research paper is to study how corporates in the hospitality industry affect tourists’ experience during stay and time of receiving services from organizations. To ensure customers positive experiential value is the main aim of any hospitality organization in terms of their operation and management. In hotels such as Taj group of hotels in Kolkata-West Bengal, different heads from various departments must interact with guests directly by checking various aspects and their experiences during stay including; room experience, dining experiences, maintenance and front desk experiences including various entertainments. Considering the importance and applicability of this research in the mentioned area of the corporate image on tourists' satisfaction, the purpose of this study is for identifying the guests' perception/ experience during their stay in Taj group of hotels—Kolkata, West Bengal—India and for suggesting the strategic interventions for future needs. In this process, the researcher collected primary data from 165 respondents in the study area and further analysis has been undertaken using different statistical tools like- SPSS AMOS 20, MS excel, percentage method and descriptive analysis to conclude. These hotels/outlets offer unique stay and food experiences to tourists and guests and are considered one of the popular chains in India. The outcomes of this research recommend that; the corporate image, services offered by hospitality staff and tourists interactions with others in hotel outlets that jointly influence tourists' experiential values.
Keywords: Corporate Image, Customer Satisfaction, Service Quality, Tourists' Experiential Value
