Abstract:This study adopts a research-oriented mystery guest method to investigate customer experiences with economy hotels in China.Based on the analysis of lived experiences with 56 economy hotels in 13 mainland Chinese cities, six pertinent issues-location, online booking, pricing, check-in/out services and staff attitude, room design and facilities, and supporting service features and facilities-are examined to assess their contributions to the customer experience of economy hotels in China. The study illustrates t… Show more
“…Efforts to understand consumer experiences have been considerable and extensive including studies in retail atmospherics, leisure, tourism, restaurants, and lodging (Nunkoo, Gursoy & Ramkissoon, 2013). Previous literature has shown an extensive array of factors that influence consumer experiences (Bitner, 1992;Carbone & Haeckel, 1994;Hirschman & Holbrook, 1982;Huang, Liu, & Hsu, 2014;Jennings, Lee, Ayling, Lunny, Cater, & Ollenburg, 2009;Knutson et al, 2009). Pine and Gilmore (1999) examined customer experiences according to four dimensions: aesthetics, education, entertainment, and escape.…”
Customer experience has been acknowledged as an important factor affecting positive customer behaviors such as loyalty and recommendation. The hospitality industry is also considered to be among the experience-intensive services. This study aims to explore hospitality experiences from guests' and managers' perspectives through a qualitative study. A total of 33 luxury hotel guests and 14 hospitality managers in Istanbul, Turkey, were interviewed to determine factors affecting guest experiences. The content was then analyzed according to two major factors-physical environment and social interactions-under which eight major categories were grouped. The findings imply that ambiance, space/function/amenities, design, and signs/symbols/artifacts may be considered main themes under the physical environment factor, whereas, under the social interactions factor, the guests' experiences can be grouped under interactions with staff (professionalism, attentiveness/customization, attitude) and interactions with other guests. The A c c e p t e d M a n u s c r i p t 2 results offer valuable insights to managers regarding dimensions of guest experiences and possible misperceptions. The study also suggests various implications and directions for future research.
“…Efforts to understand consumer experiences have been considerable and extensive including studies in retail atmospherics, leisure, tourism, restaurants, and lodging (Nunkoo, Gursoy & Ramkissoon, 2013). Previous literature has shown an extensive array of factors that influence consumer experiences (Bitner, 1992;Carbone & Haeckel, 1994;Hirschman & Holbrook, 1982;Huang, Liu, & Hsu, 2014;Jennings, Lee, Ayling, Lunny, Cater, & Ollenburg, 2009;Knutson et al, 2009). Pine and Gilmore (1999) examined customer experiences according to four dimensions: aesthetics, education, entertainment, and escape.…”
Customer experience has been acknowledged as an important factor affecting positive customer behaviors such as loyalty and recommendation. The hospitality industry is also considered to be among the experience-intensive services. This study aims to explore hospitality experiences from guests' and managers' perspectives through a qualitative study. A total of 33 luxury hotel guests and 14 hospitality managers in Istanbul, Turkey, were interviewed to determine factors affecting guest experiences. The content was then analyzed according to two major factors-physical environment and social interactions-under which eight major categories were grouped. The findings imply that ambiance, space/function/amenities, design, and signs/symbols/artifacts may be considered main themes under the physical environment factor, whereas, under the social interactions factor, the guests' experiences can be grouped under interactions with staff (professionalism, attentiveness/customization, attitude) and interactions with other guests. The A c c e p t e d M a n u s c r i p t 2 results offer valuable insights to managers regarding dimensions of guest experiences and possible misperceptions. The study also suggests various implications and directions for future research.
“…Hotels have different characteristics (Huang, Liu, & Hsu, 2013) that may serve and accommodate customers with differing socioeconomic backgrounds and intentions. Some research has been conducted into particular types of hotels, such as international tourist hotels (Sun, Rodriguez, Wu, & Chuang, 2013) and economy hotels (Huang et al, 2013). However, systematic examinations and comparisons of hotels' determinants in one series (e.g., hotels with star ratings) are rare.…”
h i g h l i g h t sRegional factors affect ARR and rooms rented. Labor quality and Tourism Professional Specialization mainly determine RevPAR. ARR and rooms rented offer information about regional impacts on the hotel industry. Internal and external determinants vary by star designation. Regional factors' sophistication increases with higher star designations. a r t i c l e i n f o
b s t r a c tThe hotel industry is deeply embedded in local regional conditions, though the influence of regional factors is seldom investigated. Three key hotel industry metrics, Revenue per Available Room (RevPAR), Average Room Rate (ARR), and rooms rented, were examined for their determinants using ordinary least squares and negative binomial regression models on key endogenous and exogenous (regional) factors, including Destination Attractiveness and Capacity, Business and Commercial Environment, Image and Openness, and Tourism Professional Specialization. Using China as a case study, and at different hotel star designations (2-to 5-star hotels), the results show that RevPAR is determined mainly by labor quality and Tourism Professional Specialization. Particularly, regional factors significantly affect ARR and rooms rented. The influence and sophistication of regional factors increases with higher star designations. This paper highlights links between the hospitality industry and regional economic development, which should be considered by both the hotel industry and tourism policy makers.
“…Brand loyalty measurement is adopted from the work of Brakus et al, (2009: 64). Brand resonance measurement is adopted from Huang et al, (2014). Finally, purchase intentions measurement is adopted from Zeithaml et al (1996) and Araci et al, (2017).…”
Section: Operationalisation Of Variablesmentioning
confidence: 99%
“…I always follow news updates about my smartphone brand 5. My smartphone reflects positive image for me Huang et al, (2014) and Shieh & Lai (2017) Purchase Intentions 1. When I need a smartphone, I consider this brand as my first choice 2.…”
Section: Operationalisation Of Variablesmentioning
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.