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Article
Publication date: 12 February 2018

Vanja Bogicevic, Milos Bujisic, Cihan Cobanoglu and Andrew Hale Feinstein

The purpose of this study is to investigate what people with different demographic characteristics such as age and gender expect from hotel room design and examine how design…

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Abstract

Purpose

The purpose of this study is to investigate what people with different demographic characteristics such as age and gender expect from hotel room design and examine how design preferences affect purchase intent and desire to stay and word-of-mouth behavior.

Design/methodology/approach

The study was based on a quasi-experimental design conducted on 762 participants. The manipulations of room color and design style were prepared using the 3D modeling software, while age and gender were self-reported variables.

Findings

The results indicated that age and gender moderate the relationship between hotel guest satisfaction and room design style. Younger guests prefer contemporary design style, while older guests show equal satisfaction with traditional and contemporary styles. Male guests prefer rooms decorated in masculine colors, while women are equally satisfied with masculine or feminine color schemes.

Research limitations/implications

This study was conducted as a hypothetical, computer-aided experimental scenario. A field experiment captured guests’ satisfaction with an experimental hotel room. A substantive cause–effect relationship between hotel room visual servicescape stimuli and satisfaction was established.

Practical implications

Identifying design style and color preferences of a hotel target market is paramount for investment payoff and further supports the customization of hotel services.

Originality/value

This is the first experimental study to manipulate color scheme and type of design in a hotel room and capture their effects on satisfaction and behavior of guests with different demographic characteristics.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 July 2020

Hyejo Hailey Shin and Miyoung Jeong

The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify…

4898

Abstract

Purpose

The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges.

Design/methodology/approach

This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference.

Findings

The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions.

Originality/value

This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 March 2023

Tevfik Demirciftci, Anil Bilgihan, Mehmet Erdem and Seyhmus Baloglu

This study aimed to identify distinctive characteristics of hotel guests and understand their perception of guestroom technologies (GRTs) in hotels by utilizing the theory of…

Abstract

Purpose

This study aimed to identify distinctive characteristics of hotel guests and understand their perception of guestroom technologies (GRTs) in hotels by utilizing the theory of consumer innovativeness and the social influence theory.

Design/methodology/approach

The data were collected from 268 hotel guests. The K-means clustering algorithm was employed to identify participants based on their views on the significance of technologies provided in guest rooms. A multivariate analysis of variance was applied to investigate if there were significant differences among clusters regarding social influence on hotel bookings, technology innovativeness and technology expertise and knowledge.

Findings

Two clusters were identified: technology compassionates and casual users of technology. Findings revealed that technology compassionates are more influenced by their friends when booking a hotel compared to casual users of technology. The ability to link up multiple wireless mobile devices, accessible outlets and mobile websites were the most critical GRTs for technology compassionates.

Practical implications

Technology should be considered a crucial part of the hotel guest experience. Hoteliers ought to continue investing in smart technologies to improve their guests' experiences. GRTs can reduce overhead staff costs while giving guests more control over their stay by utilizing everyday items like smartphones and offering them more power over their lodging experience.

Originality/value

This study advances the existing literature on GRTs by identifying which GRTs produce the most customer satisfaction. Moreover, this study explores the impact of social influence, innovativeness as a personality trait and having expert knowledge of technologies on preferences for GRTs.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 10 July 2019

Mehmet Erdem, Hilmi A. Atadil and Pelin Nasoz

The purpose of this study is to examine hotel guests’ attitudes toward guest room technologies (GRTs) and determine whether hotel guests’ characteristics and attitudes regarding…

Abstract

Purpose

The purpose of this study is to examine hotel guests’ attitudes toward guest room technologies (GRTs) and determine whether hotel guests’ characteristics and attitudes regarding GRTs vary according to hotel guest typologies.

Design/methodology/approach

The data were gathered from a sample of 508 hotel guests who had stayed in a hotel in the past 12 months via a self-administered survey on Qualtrics survey software. The analysis of the study consisted of two main research steps: identification of cluster groups via the K-means cluster analysis algorithm and discriminant analysis; and performing a series of chi-square analyses to determine whether hotel guests’ characteristics and attitudes vary according to obtained hotel guest typologies.

Findings

Results indicated significant attitudinal (e.g. internet payment preference) and demographic (e.g. age) differences among the obtained hotel guest typologies regarding their attitudes toward GRTs.

Practical implications

The results provide valuable guidance and a pragmatic approach for those hotel managers that aim to generate tailored marketing strategies for guest segments that are interested in GRTs.

Originality/value

This study concentrates on GRTs with a market segmentation approach by using advanced statistical procedures. It contributes to the body of related research literature by offering empirical evidence where the study evaluates the impact of the availability of new GRTs on guest decision-making based on the principles of the theory of planned behavior. Practitioners will be able to use the presented findings to generate marketing and pricing strategies with respect to the technological needs and wants of each typology.

研究目的

本论文主要研究酒店顾客对客房科技(GRTs)的态度以及检验顾客特点和背景情况对GRTs的态度是否有不同的影响。

研究设计/方法/途径

研究样本包括508位在过去12个月内消费过的酒店顾客, 样本通过在线自助式问卷来采集。本论文的分析步骤分为两步:(1)通过K-means聚类分析和判别分析以确立群组, 以及(2)一系列Chi-square分析以判定酒店顾客特点和态度是否根据获得的顾客背景情况而有差别。

研究结果

研究结果表明在获得的酒店顾客背景情况中, 态度型因子(比如网络支付喜好)和人口统计类型因子(比如年龄)对于酒店顾客GRTs态度有显著差异。

研究实践意义

研究结果对酒店经营者针对不同细分市场对GRTs的喜好来制定个性化营销战略有着珍贵指导和实践的启示意义。

研究原创性/价值

本论文主要通过一系列高级统计操作来研究GRTs以及市场细分方法。研究结果对相关文献有着显著价值, 对以计划行为理论 (Theory of Planned Behavior)为基础, 检验新型GRTs对顾客决策行为的影响提供了实践研究。行业实践者能够借鉴研究结论来制定与科技需求和细分市场需求相关的营销和定价战略。

关键词

酒店技术;客房技术;房间内部技术;市场划分;付款意愿;决策

纸张类型–研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Book part
Publication date: 22 August 2017

Ya-Ling Chen

This research examines the lodging experience in the context of environmentally friendly hotels by discovering the underlying guest segments. A mixed-method approach is deployed…

Abstract

This research examines the lodging experience in the context of environmentally friendly hotels by discovering the underlying guest segments. A mixed-method approach is deployed, which first reveals three lodging experience dimensions entailing, functionality, hedonism and social responsibility via in-depth interviews. Subsequently, a questionnaire survey is conducted which gathers responses from 326 guests staying at seven certified green hotels. A cluster analysis based on green lodging experiences is performed that evokes three distinct guest segments labeled as (1) spontaneous guests, (2) active guests, and (3) devoted guests. The study notes that social responsibility is the most important lodging experience across the three resultant segments. The study also finds about 31% of respondents tend not to pay much attention to green lodging operations. It leads to a suggestion that the implementation of green operations may be accomplished in a way not notably compromising certain service expectations by those not profusely aspiring of the notion of green operations. Even though meeting the needs of core customers is a vital task.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78743-488-2

Keywords

Article
Publication date: 3 May 2016

Anil Bilgihan, Scott Smith, Peter Ricci and Milos Bujisic

Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room…

5606

Abstract

Purpose

Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room revenues. Innovative technologies will be one of the prime differentiators of hotel companies in the twenty-first century. However, it is important for hoteliers to answer questions such as which technology amenities do their guests desire when choosing overnight accommodations? Further, what are the importance levels assigned by guests of these various technology amenities? This study aims to answer the question of how leisure travelers may differ or be similar to business travelers with regard to in-room technology amenities.

Design/methodology/approach

The target population of this study consisted of 2,500 US residents whose email addresses were randomly drawn from a national database company. A series of t-tests and ANOVA were conducted to answer the research questions.

Findings

High-speed internet access and guest device connectivity were perceived more important by business travelers than by leisure travelers.

Research limitations/implications

Recognizing guests’ technology needs and answering those needs are important for hotel operators to remain competitive. While some segments perceive more value in certain technologies, for others it might be an indifferent amenity.

Practical implications

The amount of time guests spend in their rooms directly correlates to increased revenues from in-room dining, in-room amenities offered and, in general, all pay-for-use products and services such as the internet and movies. Therefore, with the right assortment and offering of technology amenities, hotels will increase their revenues from these ancillary revenues. Moreover, a hotel property with the right mixture of desired in-room amenities and services can charge higher rates for their guestroom sales.

Originality/value

The results of this study provide insights into the changing attitudes toward in-room entertainment technology that many hotel developers should take note of.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Book part
Publication date: 14 October 2019

Georgina Lukanova and Galina Ilieva

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel

Abstract

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel companies.

Design/methodology/approach: A two-step approach was applied in this study. First, the authors make a theoretical overview of the robots, artificial intelligence and service automation (RAISA) in hotels. Second, the authors make a detailed overview of various case studies from global hotel practice.

Findings: The application of RAISA in hotel companies is examined in connection with the impact that technology has on guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, assessment.

Research implications: Its implications can be searched with respect to future research. It deals with topics such as how different generations (guests and employees) perceive RAISA in the hotel industry and what is the attitude of guests in different categories of hotels (luxury and economy) towards the use of RAISA. It also shows what is the attitude of different types of tourists (holiday, business, health, cultural, etc.) and what kinds of robots (androids or machines) are more appropriate for different types of hotel operations.

Practical implications: The implications are related to the improvement of operations and operational management, marketing and sales, enhancement of customer experience and service innovation, training and management.

Originality/value: This book chapter complements and expands research on the role of RAISA in the hotel industry and makes some projections about the use of technologies in the future.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

Keywords

Article
Publication date: 21 August 2019

Elizabeth M. Ineson, Djordje Čomić and Lazar Kalmić

This paper aims to examine, discuss and intertwine theory and practice related to hotel guests’ home and lodging environments to identify their in-room psychological and physical…

1268

Abstract

Purpose

This paper aims to examine, discuss and intertwine theory and practice related to hotel guests’ home and lodging environments to identify their in-room psychological and physical needs.

Design/methodology/approach

The research design is qualitative, with a focus on understanding social phenomena through direct observation, communication and textual analysis; contextual subjective accuracy is stressed over generality. Using interpretative phenomenology, the psychological and sociological aspects of the individual’s journey are deliberated including: travelling through one’s own room; virtual travels from the room via electronic media; the hotel room as a reconstruction of the intimate sphere; the return to, and transformation of, one’s own room; and the accumulation of souvenirs. The tabulated findings are linked to hotel guests’ in-room needs using inductive thematic coding and content analysis.

Findings

The psychological and physical in-room needs of individual hotel guests are identified; safety, security and control emerge as paramount. Practical suggestions to complement, expand and enrich guests’ in-room experiences are offered.

Research limitations/implications

As the focus is limited predominantly to the debate and rationalisation of concepts and the methodology is exploratory as opposed to scientific, the validity of the findings may be questioned; primary data triangulation modifies this criticism. Future researchers are advised to consider the evidence when developing hypotheses to establish a theory of lodging. Research on improving the quality of facilities and services should centre on an analysis of the concept of “being in one’s own room”, followed by an analysis of the transposition to “being in a hotel room” from both physiological and psychological perspectives.

Practical implications

Referring to the developed hierarchy, accommodation/lodging providers are recommended to increase their efforts to exceed the expectations of individual guests. Guest profiling should focus on individual needs and preferences, ideally at the booking stage.

Social implications

Accommodation/lodging providers are encouraged to demonstrate social awareness and empathy through individual social responsibility efforts to enhance the experiences and quality of life of their guests.

Originality/value

The paper makes a valuable contribution by debating and connecting philosophical and psychological literature to the practical needs of hotel guests. It recognises and concludes that, as they are merely temporary residents, hotel guests’ experiences embrace a series of journeys through different, individual interiors. Based on this premise, an innovative hierarchy of hotel guests’ in-room needs is developed.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 19 October 2022

Vikas Gupta, Manohar Sajnani, Saurabh Kumar Dixit, Abhinav Mishra and Mohammad Osman Gani

This study aims to find out the influence of green practices used by the five-star hotels on the guest’s online hotel assessment and their revisit intentions. It also evaluated…

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Abstract

Purpose

This study aims to find out the influence of green practices used by the five-star hotels on the guest’s online hotel assessment and their revisit intentions. It also evaluated how the use of green practices by the hotels influenced the guest’s willingness to pay a premium price. Apart from the conventional hotel service attributes, this study also identified some new and innovative services offered by the hotels which have an overall effect on the guest’s revisit intentions.

Design/methodology/approach

This study applied focus group interviews from 12 hotel managers and accessed the hotel’s internal database to identify the latest and innovative service attributes offered by the hotels. The information regarding the green practices offered by the hotels was collected through TripAdvisor and LEED-IGBC website. It identified 10 independent and four dependent variables based on previous literature. Guest’s revisit intentions were measured on a five-point Likert scale. Data was analysed using a multi-step hierarchical regression model.

Findings

The use of green practices by the hotels revealed a positive and significant influence on the guest’s revisit-intentions and their intention to pay a premium price. It was also found that the use of new and innovative green practices has a positive influence on the guest’s overall online evaluation of the hotel.

Practical implications

This study suggests that the amalgamation of green practices along with the conventional service attributes may help in the incremental revisit and online hotel assessment intentions, which might be of use for the managers and hotel policymakers.

Originality/value

Although previous studies have explored the conventional hotel service attributes in the context of Indian Hotel industry, this is one of the first studies which discussed the influence of recent and emerging hotel service attributes on the guest’s revisit and pay a premium price intention. Moreover, the influence of green practices on the guest’s overall online evaluation of the five-star hotels in Delhi was discussed in this study which was not performed before.

Details

International Journal of Tourism Cities, vol. 9 no. 1
Type: Research Article
ISSN: 2056-5607

Keywords

Article
Publication date: 8 May 2017

Yixiu Yu, Xu Li and Tun-Min (Catherine) Jai

The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction.

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Abstract

Purpose

The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction.

Design/methodology/approach

A total of 727 green reviews (reviews on green experiences) of the top ten green hotels in the USA were downloaded from TripAdvisor for content analysis. Descriptive statistics and ordinal logistic regressions were then used.

Findings

Guests have both positive and negative experiences at green hotels. “Energy”, “purchasing” and “education and innovation” are the most frequently discussed green practices. Some guests’ green experiences, such as “guest training”, “energy”, “water”, “purchasing” and “education and innovation”, significantly influence their overall satisfaction with hotels. Compared with basic green practices, advanced green practices tend to have greater impacts on customer satisfaction.

Research limitations/implications

This study provides insight into guests’ green experiences at hotels and their impact on customer satisfaction. More importantly, this study examines the contribution of different types of green practices to customer satisfaction. As the green hotels examined in this study were not randomly selected, the results should be interpreted with caution.

Practical implications

Different practices impact customer satisfaction in different ways, so hoteliers should refine their green strategies when they implement these green practices.

Originality/value

Very few studies have examined the relationship between green practices and customer satisfaction. A gap still exists in specifically what types of green practices affect customer satisfaction and whether different levels of green practices have different impacts on customer satisfaction. This study investigates guests’ actual experiences and fills the above research gap.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

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