Hotel Guests Research Articles

An online review on customer satisfaction of mid-to-high-end health and wellness hotels in China

The rapid development of information technology has enabled the collection of online review data, which provides a more precise representation of hotel guest satisfaction. It is crucial to investigate the factors that impact hotel guest satisfaction as identified through online review content. This study will examine relevant scholarly literature on online reviews and concentrate on 50 mid-to-high-end health and wellness hotels in China. Python is utilized to crawl the online review database, and a comprehensive analysis is conducted on the semantic keywords and categories present in customer online review statements. Service, traffic, catering, and other variables are identified as determinants of customer satisfaction in mid-to-high-end health and wellness hotels through factor analysis. This article will propose specific measures and recommendations to improve customer satisfaction in health and wellness hotels, attract more customers, and contribute to the sustainable development of the industry.

Effects of disability employment on guest perceptions and behavioral intentions in the hotel sector

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Generative artificial intelligence (GenAI) has emerged as a transformative force in the rapidly-evolving hospitality industry. This study examined the correlation of acceptance of GenAI services with perceived warmth and competence, and the consequent correlations with customer outcomes in the hospitality industry. Employing a Hospitality Service Dialogue System prototype, this study collected responses from 1,306 hotel guests. Perceptions of warmth and competence correlated with increased customer intention to use GenAI services and satisfaction. Satisfaction correlated significantly with customer–brand identification and attachment. The Technology Readiness Index moderated the relationships of warmth and competence with the acceptance of GenAI services. This investigation extends the stereotype content model and the behaviors from intergroup affect and stereotypes map framework by integrating them with the technology acceptance literature, unveiling service innovations enabled by technology in the hospitality industry. This study provides hotel managers, technology developers, and marketers with strategic directions for implementing GenAI.

AI Impact on Hotel Guest Satisfaction via Tailor-Made Services: A Case Study of Serbia and Hungary

This study examines the level of implementation of artificial intelligence (AI) in the personalization of hotel services and its impact on guest satisfaction through an analysis of tourists’ attitudes and behaviors The focus of the research is on how personalized recommendations for food and beverages, activities, and room services, delivered by trustworthy AI systems, digital experience, and the perception of privacy and data security, influence overall guest satisfaction. The research was conducted in Serbia and Hungary, using structural models to assess and analyze direct and indirect effects. The results show that AI personalization significantly contributes to guest satisfaction, with mediating variables such as trust in AI systems and technological experience playing a key role. A comparative analysis highlights differences between Hungary, a member of the European Union, and Serbia, a country in transition, shedding light on specific regulatory frameworks and cultural preferences in these countries.

Are all luxury guests the same? A benefit segmentation of 5-star hotel customers

PurposeThis research aims at identifying segments of luxury guests based on the benefits they seek when staying at 5-star hotels. The study also wants to investigate whether ethics and sustainability have a role in differentiating the segments.Design/methodology/approachAn online panel survey allowed the collection of 508 responses with participants from Switzerland that spent at least one night in a 5-star hotel between 2022 and 2023. The survey asked about perceived benefits, sustainable tourist behavior, preferred hotel green practices, trip-related factors and socio-demographics. Hierarchical cluster analysis was employed to group participants on the benefits identified via exploratory factor analysis. The other variables were used for segment profiling.FindingsResults show the existence of three customer segments for 5-star hotels: the ethical enthusiast, the unconcerned aesthete and the practical connoisseur. These differ in the importance they assign to ethical, social and symbolic benefits, as well as functional service benefits. The relevance of sustainability in the luxury hotel experience is stronger for the ethical enthusiast.Practical implicationsLuxury hotel managers should highlight sustainable practices on social media to attract ethical enthusiasts. In addition, marketing content customization should be used to appeal to the benefits and profile of each identified segment.Originality/valueThis is the first study that provides a benefit segmentation of luxury hotel guests, and it is also the first research that considers the role of sustainability and ethics in differentiating these customers.

Deciphering consumer behaviours in the innovative hospitality settings

Purpose This study aims to analyse the antecedents and consequences of consumer participation behaviour in the hotel industry. It investigates how citizenship behaviour influences the link between participation and switching intention. It also investigates hotel innovativeness, brand identification and consumer value co-creation using the frameworks of innovation diffusion theory, social identity theory and social exchange theory. By combining different academic perspectives, the study provides a thorough grasp of the elements that influence consumer behaviour and loyalty to hospitality brands. Design/methodology/approach This study used a descriptive-analytical approach to survey 526 guests who stayed at five-star hotels affiliated with chains in Egypt. The hotels were chosen using stratified random sampling, which ensured representation across multiple segments. For practical reasons, convenience sampling techniques were used to pick research participants. To test the study hypotheses, structural equation modelling was used, which provided a strong statistical analysis to assess the correlations between variables and validate the suggested theoretical framework. Findings The research indicates that hotel innovativeness has a substantial impact on consumers’ brand identification and involvement behaviour, but not their propensity to move brands. The relationship between participation behaviours and intention to switch is mediated by consumer citizenship behaviour. Research limitations/implications The cross-sectional study methodology may not address causal linkages or developmental difficulties because it only collected data at one point in time. A longer study period is required, and the sample group’s breadth is restricted to five-star hotel guests from Egypt’s chain-affiliated hotels. Originality/value This study offers a thorough methodology for assessing how hotel innovation influences consumer brand identification. It also looks at how consumer brand identification affects involvement and switching intentions. The study also investigates the moderating influence of consumer citizenship behaviour in the link between involvement and switching intentions.

Relationship between indoor environmental quality and guests’ comfort and satisfaction at green hotels: A comprehensive review

Abstract Recent studies have focused on different aspects of green management, practices, and green consumption in the hotel industry. However, there is a need to explore and better understand the association between indoor environmental quality (IEQ) and green hotel guest’s comfort. Therefore, it is essential to explore the effects of IEQ on the comfort and satisfaction of green hotel guests. This study conducts a comprehensive review of the effects of various IEQ parameters, including indoor air quality, thermal comfort, lighting, visual/view, acoustic comfort, building characteristics, decoration, and indoor greenery, on guest’s comfort and satisfaction in green hotels. Based on previous literature, it was also revealed that most current green building schemes lack of comprehensive evaluation of the performance of IEQ dimensions in green hotels. It was also observed that these IEQ parameters show a significant influence on the hotel guest’s comfort and satisfaction. Based on the findings of the literature review, a conceptual model was developed to represent the relationship between the IEQ parameters and guest’s comfort and satisfaction. The proposed conceptual model can be implemented by the hotel management for a comprehensive assessment of guests’ perceptions toward the IEQ in green hotels. The novelty of this study is based on its findings that establish a more effective IEQ evaluation method and serve as the reference scenario of IEQ, which can be a useful tool for both academician and practitioners and contribute to improving the indoor environmental performance of green hotels through highlighting the key IEQ parameters, which affect the comfort and satisfaction of hotel guests.

Hotel attributes, guest experiences, and satisfaction among DOT-Accredited Mabuhay accommodation establishments: A case in the Caraga Region

Hotel attributes, guest experiences, and satisfaction among DOT-Accredited Mabuhay accommodation establishments: A case in the Caraga Region

Understanding the drivers of consumers’ acceptance and use of service robots in the hotel industry

Purpose This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots. Design/methodology/approach A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find the combined configurations for hotel guests’ robot service acceptance behaviors. Findings The results revealed the significant effect of innovativeness, willingness to be a lighthouse customer, personal norms and concern about service robot performance on acceptance behaviors. In addition, the complex solution models using characteristics of tech-forward consumers, norms and attitude and uncertainty and concern were found. Practical implications The study shows directions to hotel marketers, to help them make customers adopt service robots. Originality/value The study explored customer service robot acceptance behaviors based on comprehensive theoretical backgrounds, including the technology acceptance model, theory of planned behavior, norm activation model and service robot acceptance model.

Influence Quality of Service and Hotel Image to Loyalty Through Hotel Customer Trust in Gorontalo City

The economic growth of Gorontalo City has had an impact on many entrepreneurs who invest in various fields, including the world of hotels. One way to maintain its existence is that hotel business players must be loyal to the customers. This study is to analyze the effect of service quality and hotel image on customer trust. The effects of service quality and hotel image on customer loyalty. The effects of customer trust on customer loyalty. Customer trust mediates the effects of service quality and hotel image on customer loyalty. The research population is guests who stay at hotels in the city of Gorontalo totaling 671 hotel guests with a research sample of 250 hotel guests. The analytical technique used is descriptive statistics so as to produce the average value (mean) of each indicator. The results showed that hotel customers in Gorontalo City strongly agree that service quality is formed by tangibles, reliability, responsiveness. Keywords: service quality, hotel image, customer trust, customer loyal

Innovative interiors: an evaluation of guest perceptions and booking responses to robotic furniture in hotel rooms

PurposeThis paper examines guest perceptions and booking responses to robotic furniture in hotel rooms, addressing a gap in existing research on in-room technology in the hospitality industry.Design/methodology/approachUtilizing an extended technology acceptance model, the study examines the impact of aesthetics, functionality and symbolism on guests’ booking intentions. Data were collected through an online survey of 426 participants, employing structural equation modeling for analysis.FindingsThe results reveal that hotel guests value the potential benefits of robotic furniture more than its mere functional aspect and may be inclined to appreciate it when it translates to tangible benefits and is easy to interact with. Additionally, the aesthetics and symbolic value of the furniture play a crucial role in shaping guests’ perceptions and booking intentions.Practical implicationsThis study advises hoteliers to prioritize intuitive, user-friendly robotic furniture that offers clear benefits like convenience and comfort to boost booking intentions. Marketing should emphasize these practical advantages rather than focusing solely on innovation. Although secondary, aesthetics should still align with the room’s design. The symbolic value of robotic furniture should reflect the hotel’s brand identity, enhancing its appeal to target markets.Originality/valueThis study expands the application of the technology acceptance model in the context of hotel room design and technology adoption and provides academics and hoteliers with useful insights into integrating innovative technologies in hotel rooms.

Hospitality 2.0: Applying the UTAUT model to understand guest perspectives on personalised technologies in hotels

ABSTRACT This study evaluates hotel guest perspectives on adopting personalised technology-enabled hospitality services by using a quantitative survey methodology. Applying unified theory of acceptance and use of technology (UTAUT) model constructs, the questionnaire gauges 200 guest views on performance benefits, usage effort and conditions influencing adoption of artificial intelligence (AI), the internet of things (IoT) and mobility. Descriptive and correlational analyses highlight innovation by capability and reveal barriers around complexity, privacy and reliability. Findings can inform hotel technology investment decisions and strategic planning to effectively leverage data-driven customisation capabilities across the entire guest journey — from pre-arrival trip planning to post-stay loyalty building. It will also help towards the Hospitality 2.0 vision of balancing digitisation with human connections. This empirical assessment aims to advance sector transformation and next-generation experience elevation through prudent prioritisation guided by evidence-based user willingness going beyond speculative innovation.

AI service robots in a 4-star hotel: enhancing guest and employee experiences

ABSTRACT: Artificial intelligence (AI) has recently become a vital technology affecting several sectors, including hospitality. The expanding use of AI robots in functions previously performed by humans raises important issues — which are currently unknown — regarding how AI robotics may affect personnel and guests. This study examined guests’ and staff’s experiences with service robots in a 4-star southern Dutch hotel. The report offers the hospitality industry AI robot implementation advice. In-depth staff interviews and 4-star hotel guest surveys were completed. Data from customers and staff showed a need for service robots at the front office. This demand highlights the need for service robots at the front desk to serve leisure and business clients and to aid staff. However, both quantitative and qualitative studies imply that a tangible human welcome is still necessary, especially for leisure tourists. This study found that customers and personnel at the front office want service robots, with leisure and business guests preferring something different. These demographics perceive human connections as essential for a good visitor experience, emphasising the complexities of AI in hospitality.

Use of Blockchain Technology for Management of Guest Room Keys

Purpose of the study: The hospitality industry is undergoing a transformation with the advent of blockchain technology, especially in hotel keys management. This chapter explores the use of blockchain to manage hotel guest room keys, focusing on its applications, benefits, and future ramifications. Methodology: The chapter begins by clarifying the basic concepts of blockchain, outlining its functionality as a decentralized distributed ledger system and then explores the challenges of traditional core system design and introduces blockchain-based key management solutions. This solution uses cryptographic encryption and decentralized access control mechanisms, integrating smart contracts to automate processes. Main Findings: Blockchain-based key management systems generate and distribute secure digital keys to guest smartphones, protecting it from unauthorized access and tampering blockchain’s immutable recordkeeping for a tamper-proof audit trail, enhancing security and accountability. Hotel networks allow guests to use digital keys in multiple ways, and connecting IoT devices allows for remote control and personalized experiences. Applications of the study: Blockchain technology provides a robust alternative to traditional hotel key management systems, improving security, transparency, and operational efficiency. Future trends, including artificial intelligence and machine learning, promise new innovations. A strategic and collaborative approach is recommended to maximize the benefits of blockchain in the hospitality industry. Novelty/Originality of the study: This chapter provides valuable insights for practitioners and researchers aiming to harness the transformative power of blockchain.

The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty

Purpose This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty. Design/methodology/approach Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling. Findings This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment. Practical implications This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics. Originality/value This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

Airbnb Versus Hotel Guests: Proenvironmental Behaviors, Place Attachment, and Environmental Concern

The Airbnb business plays a significant role in connecting visitors to the local community and promoting the protection of the local environment. However, little research has focused on the proenvironmental behaviors (PEBs) of Airbnb guests. This study aims to investigate the differences in PEBs between hotel guests and Airbnb guests by examining a conceptual model that incorporates place attachment, environmental concern, and PEBs. An online survey involving 254 hotel guests and 259 Airbnb guests was conducted. The findings revealed that place attachment significantly predicted visitors’ environmental concern and PEBs. The results of the mediation analysis further demonstrated that environmental concern played a significant role as a mediator between place attachment and PEBs. Additionally, the invariance test indicated that place dependence had a stronger impact on environmental concerns among Airbnb guests than hotel guests. These findings highlight the distinct roles of place attachment dimensions in shaping PEBs between the two groups.

Управление досуговой деятельностью в отельном бизнесе: современные подходы и технологии

The development of cultural and entertainment programs is an integral part of the structure of recreation provided by hotels. The importance of this aspect in the context of the hotel business requires a more detailed study, opening up new opportunities to enhance its influence on the hospitality industry. The entertainment sector, closely related to the hotel business, demonstrates stable growth due to integration into the life of hotels. The main task of modern hotels is to meet the growing demands of visitors, which implies a variety of recreational activities offered. Such events influence the formation of tastes and the emotional background of vacationers. In addition, they serve as a source of additional profit and contribute to increasing the prestige of the institution, which directly affects its financial results. The objective of this research is to evaluate the significance and potentiality associated with the creation of cultural and leisure activities. These endeavors are anticipated to lay the groundwork for the development of holistic recreational propositions tailored for guests of hotels.

Investigation of E-Complaints of Hotel Guests Towards 4 and 5-Star Kayseri City Hotels

In recent decades Kayseri has emerged as a prominent destination for winter, nature, and cultural tourism, attracting visitors to its natural and cultural resources, and gastronomic offerings. The increase in tourist numbers has also led to a corresponding expansion in the accommodation sector, accompanied by a significant rise in hotel room numbers and available bed capacity. Despite this increase, academic studies examining the quality of accommodation services in the province or addressing customer perceptions of these services are relatively limited. This exploratory study aims to analyze e-complaints regarding 4 and 5-star city hotels in Kayseri, identify the most prevalent issues articulated by guests in these complaints, and categorize and assess them. For this purpose, the researchers first identified 497 negative reviews for seven different city hotels in Kayseri on the TripAdvisor website between August and December 2023. Then these reviews were subjected to content analysis. The content analysis findings revealed that guests were mostly unhappy with "rooms and housekeeping department services", “staff attitudes and performance", "food and beverage department services" and “physical characteristics and atmosphere” of hotels.

Effect of environmental attitude on environmentally responsible behavior: a comparative analysis among green and non-green hotel guests in Turkiye

PurposeEnvironmentally Responsible Behavior (ERB) refers to actions and practices aimed at minimizing negative environmental impact through conservation, waste reduction and sustainable practices driven by concern for environmental well-being. This study aims to explain the effect of environmental attitudes of hotel guests visiting green and non-green hotels on their ERB. In the research, hotels with different concepts were handled separately and a comparative analysis was made between both customer types.Design/methodology/approachThe study was assessed using two separate models: one for green hotel guests and another for non-green hotel guests. Data were collected from 205 participants from green hotel guests in Turkiye and 206 participants from hotel guests visiting non-green hotels in Turkiye, using a survey form with a convenience sampling method. The hypotheses were analyzed with the structural equation model and multi-group analysis (MGA) in the Smart PLS statistical program.FindingsThe ecocentric attitude positively affects political and community activism but does not impact recycling, educational behavior, green consumerism or overall ERB. The technocentric attitude negatively influences recycling, educational behavior, green consumerism, community activism and ERB but does not negatively affect political activism. The dualcentric attitude positively impacts all ERB sub-dimensions. The multi-group analysis (MGA) revealed that dualcentric attitudes have a stronger influence on green consumerism, political activism and recycling behavior among green hotel guests compared to non-green hotel guests.Practical implicationsThese findings directly impact hotel managers, underscoring the strategic significance of adopting and advocating green practices. Implementing environmentally friendly initiatives not only appeals to environmentally conscious consumers but also holds the potential to cultivate ERB among all guests. By integrating sustainability into marketing strategies, hotels can communicate their commitment to environmental stewardship, positively influencing guests’ environmental attitudes and behaviors.Originality/valueThe paper’s key contribution is its comparative analysis of ERB between guests at green and non-green hotels. It reveals how tourists’ environmental attitudes influence their hotel choices and behaviors, offering insights into sustainable tourism. Additionally, it explores the differences between ecocentric, technocentric and dualcentric attitudes, enhancing our understanding of how varying environmental concerns shape tourists’ behaviors and choices and contributing to the broader discussion on environmental psychology in tourism.

Cocreating value with hotel guests in the “new normal”: the case of Spain

Purpose This paper aims to identify the role of coproduction and value-in-use in the overall hotel experience value, and its effects on cognitive-affective satisfaction and loyalty. The country chosen is Spain, in the context of the “new normal,” where the increase in tourist flow after the COVID-19 pandemic has been very relevant, setting up the chance to better assess and discuss value creation in a post-pandemic era. Design/methodology/approach The causal model is validated with partial least squares (PLS) in a panel of 405 hotel guests (applying sampling quotas by sex, age and region). Findings The chain of effects is verified with stronger links at the end and with a greater weight of value-in-use compared to coproduction. Hotels’ efforts to adapt to the pandemic situation work better if a customized, unique experience is offered and if intensive communication is with and not just to the guest. The role of experience value is key for the cocreation to produce results for satisfaction and loyalty. Originality/value This study contributes to the value creation literature by highlighting the respective roles of coproduction and value-in-use as drivers of the satisfaction−loyalty chain, and by introducing the guest’s overall hotel experience value into this chain. This is viewed against the backdrop of the contextual changes that have occurred since 2020 in the Spanish hotel industry. The post-pandemic context “forces” the client to actively participate. Analysis of the implications of this kind of new cocreation on the overall customer experience is relevant for both tourism scholars and managers.