Expectations for services in Vietnam's boutique hotels

Tourism is growing fast and traveling is becoming trendy and considered to be a lifestyle. Due to the availability of information nowadays, travelers are smarter and their demands are growing faster than ever before. People keep looking for new experience and memorable moments during their trip. The thesis aims to study the services that are concerned by guests visiting boutique hotels in Vietnam. The services are divided into two types: basic and exceptional services. Also, this thesis points out the services that need to be improved or unavailable on the market. The introduction gives the reader an overview of the thesis topic including the background, objective of the study, research question, the relevance of this research and the thesis structure. The theoretical framework of this thesis is built by representing the latest data and up-to-date literature. It provides a big picture of the tourism market in Vietnam, definitions of elements that contribute to the success of a boutique hotel in term of service and framework that supports to address problems of the service process and offers solutions. The research methods chapter clarifies the research approach and the reasons behind it, introduces survey design, explains data collection process, and evaluates the limitation, reliability, and validity of the data collected. The research results pointed out certain services that are most concerned by guests and reveal services that need to be improved or are unavailable on the market. The recommendations for boutique hotel managers and those who are going to conduct the study on a similar topic are given after data analysis. Lastly, the author reveals the limitation of the study