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Experience-driven well-being: the case of unmanned smart hotels

Erose Sthapit, Chunli Ji, Yang Ping, Catherine Prentice, Brian Garrod Orcid Logo, Huijun Yang

International Journal of Contemporary Hospitality Management, Volume: 36, Issue: 13, Pages: 1 - 18

Swansea University Author: Brian Garrod Orcid Logo

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Abstract

Purpose – Drawing on the theory of memory-dominant logic, this study examines how the substantive staging of the servicescape, experience co-creation, experiential satisfaction and experience intensification affect experience memorability and hedonic well-being in the case of unmanned smart hotels....

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Published in: International Journal of Contemporary Hospitality Management
ISSN: 0959-6119 0959-6119
Published: Emerald 2024
Online Access: Check full text

URI: https://cronfa.swan.ac.uk/Record/cronfa65398
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Abstract: Purpose – Drawing on the theory of memory-dominant logic, this study examines how the substantive staging of the servicescape, experience co-creation, experiential satisfaction and experience intensification affect experience memorability and hedonic well-being in the case of unmanned smart hotels. Design/methodology/approach – An online survey was employed, the target respondents being hotel guests people aged 18 years and older who had been recent guests of the FlyZoo Hotel in Hangzhou, China. Data were collected online from 429 guests who had stayed in the hotel between April and June 2023. Data analysis was undertaken using structural equation modelling. Findings – The results suggest that the substantive staging of the hotel servicescape, experience co-creation, experiential satisfaction and experience intensification are positive drivers of a memorable unmanned smart hotel experience. The relationship between the memorability of the hotel experience and hedonic well-being was found to be significant and positive.Originality – This study investigates the antecedents and outcomes of a novel phenomenon and extends the concept of memorable tourism experiences to the context of unmanned smart hotels.Practical implications – Unmanned smart hotels should ensure that all smart technologies function effectively and dependably, and offer highly personalised services to guests, allowing them to co-create their experiences. This will lead to the guest receiving a satisfying and memorable experience. To enable experience co-creation using smart technologies, unmanned smart hotels could provide short instructional videos for guests, as well as to work closely with manufacturers and suppliers to ensure that smart technology systems are regularly updated.
Keywords: Unmanned smart hotels, servicescape, co-creation, memorable experience, hedonic well-being
College: Faculty of Humanities and Social Sciences
Issue: 13
Start Page: 1
End Page: 18