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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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DOI (Published version): 10.1108/ijchm-07-2023-1063

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
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URI: https://cronfa.swan.ac.uk/Record/cronfa65398
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spelling v2 65398 2024-01-02 Experience-driven well-being: the case of unmanned smart hotels 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2024-01-02 BBU 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. Journal Article International Journal of Contemporary Hospitality Management 36 13 1 18 Emerald 0959-6119 0959-6119 Unmanned smart hotels, servicescape, co-creation, memorable experience, hedonic well-being 16 1 2024 2024-01-16 10.1108/ijchm-07-2023-1063 COLLEGE NANME Business COLLEGE CODE BBU Swansea University Another institution paid the OA fee 2024-03-21T15:35:24.2422537 2024-01-02T18:37:26.2465076 Faculty of Humanities and Social Sciences School of Management - Business Management Erose Sthapit 1 Chunli Ji 2 Yang Ping 3 Catherine Prentice 4 Brian Garrod 0000-0002-5468-6816 5 Huijun Yang 6 65398__29790__13e0faeb134b49e7833b99784a8720bb.pdf 65398_VoR.pdf 2024-03-21T15:34:04.0347674 Output 246318 application/pdf Version of Record true © Erose Sthapit, Chunli Ji, Yang Ping, Catherine Prentice, Brian Garrod and Huijun Yang. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. true eng http://creativecommons.org/licences/by/4.0/legalcode
title Experience-driven well-being: the case of unmanned smart hotels
spellingShingle Experience-driven well-being: the case of unmanned smart hotels
Brian Garrod
title_short Experience-driven well-being: the case of unmanned smart hotels
title_full Experience-driven well-being: the case of unmanned smart hotels
title_fullStr Experience-driven well-being: the case of unmanned smart hotels
title_full_unstemmed Experience-driven well-being: the case of unmanned smart hotels
title_sort Experience-driven well-being: the case of unmanned smart hotels
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Erose Sthapit
Chunli Ji
Yang Ping
Catherine Prentice
Brian Garrod
Huijun Yang
format Journal article
container_title International Journal of Contemporary Hospitality Management
container_volume 36
container_issue 13
container_start_page 1
publishDate 2024
institution Swansea University
issn 0959-6119
0959-6119
doi_str_mv 10.1108/ijchm-07-2023-1063
publisher Emerald
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
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description 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.
published_date 2024-01-16T15:35:24Z
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