Are unmanned smart hotels du jour or are they here forever? Experiential pathway analysis of antecedents of satisfaction and loyalty

Chang, Yee-Shan, Cheah, Jun-Hwa ORCID: https://orcid.org/0000-0001-8440-9564, Lim, Xin-Jean, Morrison, Alastair M. and Kennell, James S. (2022) Are unmanned smart hotels du jour or are they here forever? Experiential pathway analysis of antecedents of satisfaction and loyalty. International Journal of Hospitality Management, 104. ISSN 0278-4319

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Abstract

Unmanned hotels are regarded as the future of hospitality in a post-Covid 19 world, based upon smart, contactless technologies. The purpose of this research was to determine if unmanned smart hotels create more positive outcomes such as enhanced experiential satisfaction and loyalty. Grounded on Cognitive Appraisal Theory, scholars support the notion that psychological states such as experiential motivation and confidence enhance outcomes. An online survey was conducted with 364 guests of unmanned smart hotels. Structural equation modeling results with partial least squares path analysis indicated that experiential quality, confidence, motivation, and satisfaction were positively associated with loyalty. Several recommendations were provided for the unmanned smart hotel literature and practices with regards to improving the effectiveness of guest experiences.

Item Type:	Article
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
UEA Research Groups:	Faculty of Social Sciences > Research Groups > Marketing
Depositing User:	LivePure Connector
Date Deposited:	13 Mar 2023 16:30
Last Modified:	06 Jun 2024 08:30
URI:	https://ueaeprints.uea.ac.uk/id/eprint/91512
DOI:	10.1016/j.ijhm.2022.103249

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