Redefining in-room amenities for hotel staycationers in the new era of tourism: A deep dive into guest well-being and intentions

Abstract

Three separate studies were undertaken in this study. Study I is motivated to explore and redefine the in-room amenities and the underlying dimension structure of the in-room amenities for the post-pandemic era. Study II is mapped out to assess the customer evaluations of each in-room amenity in order to compare its importance and performance. Study III is designed to examine the role of the in-room amenities in regard to building a customer’s sense of well-being that in turn increases intentions to return. The findings captured a total of twenty-eight in-room amenities, which were categorized by six factors. Also, the results observed the significant effect of protective amenities, sensory amenities, and food & beverage amenities on the sense of well-being, which in turn improves intentions to return. The discussion and implications are made for the academic and industry practitioners to use in the post-pandemic world.