Determinants of hotel guests’ service experiences: an examination of differences between lifestyle and traditional hotels

Baek, Jooa; Choe, Yeongbae; Ok, Chihyung

doi:10.1080/19368623.2019.1580173

Cited by 24 publications

(26 citation statements)

References 41 publications

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“…Just as lifestyle hotels are considered the next generation of boutique hotels, visually attractive interiors and architecture play an important role in constructing the experience of lifestyle hotels. This finding supports the previous studies that highlighted design in lifestyle hotels [7,9,16,[28][29][30][31]. Of course, each lifestyle brand shows different interior styles; some brands show unorthodox colorful aesthetics and playful attitudes, whereas others fill their spaces with monotonous, minimal designs.…”

Section: Discussionsupporting

confidence: 89%

“…Additionally, lifestyle hotels provide diverse experiences for "wellness and life enrichment" [16]. Likewise, previous studies have emphasized the experiential aspects and physical characteristics in developing their academic definition of "lifestyle hotels" [16,[29][30][31][32]. Among these characteristics, the most conceptually significant were a sense of belonging through highly customized service and appealing to every individual lifestyle [8].…”

Section: Literature Review 21 Lifestyle Hotelmentioning

confidence: 99%

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Lifestyle Experiences: Exploring Key Attributes of Lifestyle Hotels Using Instagram User-Created Contents in South Korea

Han

Lee

2021

Sustainability

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This study aims to investigate the key attributes of a steadily growing hotel sector (lifestyle hotels), which has shown great success in the global competitive market, by analyzing user-created content on Instagram. The dataset used in this study were prepared from a total of 20,999 lifestyle hotel posts and 24,262 boutique hotel posts created from 2013 to 2020 and retrieved using a Python web crawler. The locations, hashtags, and image data were analyzed based on frequency analysis using social network analysis methods and computer vision technology, after which they were visualized with a geographical information system and Gephi. The results demonstrated that lifestyle hotels share key attributes that differentiate them from others in terms of physical, geospatial, and experiential contexts. Design, location, and management type are the main attributes that comprise the distinct identity of each lifestyle hotel. Moreover, a lifestyle hotel is distinct from a boutique hotel in that staying in the former means consuming experiences with continuous changes. The information and knowledge gained from this research will contribute to bridging the gap between theoretical literature and the practical development of lifestyle hospitality.

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Section: Discussionsupporting

confidence: 89%

Section: Literature Review 21 Lifestyle Hotelmentioning

confidence: 99%

Lifestyle Experiences: Exploring Key Attributes of Lifestyle Hotels Using Instagram User-Created Contents in South Korea

Han

Lee

2021

Sustainability

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“…This iterative coding process seeks to establish a dictionary of terms relevant to hotel guest experiences. The manual coding was done with reference to other similar research [ 1 , 23 ].…”

Section: Methodsmentioning

confidence: 99%

“…Research on textual reviews in hospitality mainly focus on identifying the hotel attributes and sentiments expressed in the reviews [e.g., 7 , 12 ] and examining the relationships between specific attributes in the textual reviews and the overall review ratings [ 15 , 16 ]. Comparisons of hotel attributes and guest experiences are mainly done among different hotel guest segments [ 12 ] and hotel types [ 1 ]. Hong et al [ 13 ] found out that guests placed more emphasis on natural and safe experience associated with the bed & breakfast (B&B) after COVID-19, and provided practical suggestions for the industry to survive the disaster, such as avoid using central air-conditioning and adopting semi-self-service technologies.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The outbreak of COVID-19 may have brought about changes in guest experiences at hotels [ 8 , 25 ]. Customers normally describe their experiences and emotions after their hotel stay in the form of user-generated content, such as online reviews [ 1 ]. Therefore, online reviews are frequently used by practitioners to understand the nature and structure of guest experiences, thereby devise useful reactive strategies [ 20 ].…”

Section: Introductionmentioning

confidence: 99%

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A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews

Chan

et al. 2021

Information and Communication Technologies in Tourism 2021

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This paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these online reviews. The results show that the core dimensions of guest experiences at luxury hotels include services, room quality and settings, hotel facilities, dining, location, and environment. These core dimensions do not change regardless of the period before or during the pandemic. However, guests have higher expectations on hotel services such as late check-out and delivery service of takeaway during the pandemic. Online reviews amid-pandemic also contain words related to pandemic prevention and control measures, such as guest traffic and body temperature. Suggestions on operations and management are provided for hotel practitioners to improve their services during the critical period.

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Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Wang

Jing

2021

Serv Bus

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The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers' perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members' reliability and responsiveness was shown to be the most significant dimension of lodgers' perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

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Determinants of hotel guests’ service experiences: an examination of differences between lifestyle and traditional hotels

Cited by 24 publications

References 41 publications

Lifestyle Experiences: Exploring Key Attributes of Lifestyle Hotels Using Instagram User-Created Contents in South Korea

Lifestyle Experiences: Exploring Key Attributes of Lifestyle Hotels Using Instagram User-Created Contents in South Korea

A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

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