This systematic literature review examines the effects of hotel design based on 28 research articles. The review finds that a good hotel design can positively impact consumers' emotions, satisfaction, preferences, and loyalty, as well as employees' aesthetic pleasure and well-being. Additionally, hotel design contributes to marketing performance and financial outcomes for hotels, including increased sales, reduced costs, and higher profits. The review develops a framework that identifies the micro- and macro-level effects of hotel design and discusses implications for theory and practice.
Using the mixed methods research to model the hotel performance measurement i...Karam Zaki
The aim of this research is to propose a process dynamic model for measuring and benchmarking
performance in hotel food and beverage operations. This model involves three sequential stages;
first, identifying the existing performance measures used in hotels; followed by, calculating
performance using Data Envelopment Analysis (DEA) and LINGO application; third,
benchmarking the performance index. The research design involves a case study methodology
with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group
discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was
obtained from the hotel cases to get performance calculations and benchmarks. The qualitative
analysis of interviews identified different subjective performance measuring techniques such as
forced choice, job rating checklists, BARS, 360-Degree and output index. However, the balanced
scorecard method was not used at all. The quantitative analysis of DEA rankings confirmed
examples in which hotel outcome in relatively high performance and in which year. The model
developed in this qualitative case study could be used to compare different hotels in relation to
their performance index and could offer some decisions for improvement to the hotel
management. The research findings have implications in theory and practice, which will have
profound value to the investigated hotel managers and the Egyptian hotel sector. The main
contribution of this paper is its suggested dynamic model which will use for measuring and
benchmarking performance in hotels based in Egypt.
The analysis of hotel design and recommendation for improvements at Reumz hot...junaid ahmed
This document provide the deep insight about the design of the hotel and how it influence on the service quality. also provide case study of hotel to develop complete understadning.
UNLV Management Role of Facilities Management Questions.docxwrite5
The document discusses the roles and competencies required of facilities managers in the hotel industry. It identifies 20 significant facilities management roles in hotels, with maintaining preventive maintenance schedules being the most important. The document also examines the interconnectivity between facilities management roles, competencies, and skills needed in hotels. Key competencies for facilities managers include technical skills like building maintenance as well as soft skills like communications and change management.
Table of Contents1. Introduction1.1. Research Topic1.2.docxmattinsonjanel
Table of Contents
1. Introduction
1.1. Research Topic
1.2. Secondary Data
1.3. Research Interest
1.4. Structure
2 Research Question
3. Research Methodology.
3.1 Research Process
3.2 Sampling site and sampling approach.
3.3 Research location
3.4 Limitation.
4. Literature Review
4.1 Introduction.
4.2 Changing pattern in travelling within a hotel industry
4.3 Segmentation and Brand.
4.4 Patterns of New Markets
4.5 Ownership and management.
5. The Gantt chart
6. Data Collection.
6.1 Primary data analysis
6.2 Secondary data analysis.
7. Recommendation
8. References.
1.0 INTRODUCTION
1.1 Research Topic
This study will be focusing on the hotel industry by looking at the change in travelling pattern within the corporate guest structure; it’s not like before where only white colour used to travel but mow even blue colour and workers travel. The study will, therefore, try to understand the implications of these travelling changes in the hotel industry in terms of its services delivery structures and their business strategies.
1.2 Secondary data
Changes in the travelling patterns around the globe arising from the rise in the number of travellers with diverse needs increasing have been the game changer in the hospitality/hotel industry around the globe. There are far reaching implications associated with these changes according to the available secondary data on the trends in the hotel industry. The changes have brought about shortages in skilled and qualified employees in the hotel industry to deal with the needs of customers from different segments (Deegan and Horan, 2003). In the past hotels owners had been concentrating on training their employees on serving white people who were the main travellers around the world. Studies indicate that the new trending in the traveling industry means that the hospitality industry have shortages in the number of skilled as well as qualified employees who can serve the needs of new customer segments in the hospitality sector (Deegan and Horan, 2003).In order to accommodate the new changes, the hotel owners have to invest heavily in education and training of its staffs for them to gain the required skills (Lewis, 2006). As a result the cost of training and development of employees in the hotel industry has been on the risk in recent years.
Additionally, in order to address the growing needs of its customers the hotel industry has to invest heavily in the IT sector as a result, so as to be able to improve efficiency in serving corporate guests, given that their numbers have increased in the recent years(WTO, 2001).The available secondary data only focus on the challenges and merits associated with the new travelling patterns on the hotel industry, failing to identify the actual implications of the changes on the hotel industry business strategies. Thus, this research will seek to fill this research gap by identifying the implications of changes in the travelli ...
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
1. The document discusses a study that examines the effects of mobile hotel applications (MHA) on customer behavioral intentions to reuse and revisit hotels.
2. The study develops a framework combining the Technology Acceptance Model (TAM) with the antecedents of memorable experience, customer satisfaction, and behavioral intention.
3. The results of the study of 204 customers who used hotel mobile apps revealed that perceived usefulness of MHAs positively impacts memorable experiences, which in turn boosts customer satisfaction and behavioral intention to reuse the app and revisit the hotel.
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Analysis of hotel design and recommendation for improvements. A case of DORSE...junaid ahmed
This case study provide the deep understanding about the issues of the design quality in hotel and how these issues can influecne on customer. also provide the recommendation for imporvements
Using the mixed methods research to model the hotel performance measurement i...Karam Zaki
The aim of this research is to propose a process dynamic model for measuring and benchmarking
performance in hotel food and beverage operations. This model involves three sequential stages;
first, identifying the existing performance measures used in hotels; followed by, calculating
performance using Data Envelopment Analysis (DEA) and LINGO application; third,
benchmarking the performance index. The research design involves a case study methodology
with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group
discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was
obtained from the hotel cases to get performance calculations and benchmarks. The qualitative
analysis of interviews identified different subjective performance measuring techniques such as
forced choice, job rating checklists, BARS, 360-Degree and output index. However, the balanced
scorecard method was not used at all. The quantitative analysis of DEA rankings confirmed
examples in which hotel outcome in relatively high performance and in which year. The model
developed in this qualitative case study could be used to compare different hotels in relation to
their performance index and could offer some decisions for improvement to the hotel
management. The research findings have implications in theory and practice, which will have
profound value to the investigated hotel managers and the Egyptian hotel sector. The main
contribution of this paper is its suggested dynamic model which will use for measuring and
benchmarking performance in hotels based in Egypt.
The analysis of hotel design and recommendation for improvements at Reumz hot...junaid ahmed
This document provide the deep insight about the design of the hotel and how it influence on the service quality. also provide case study of hotel to develop complete understadning.
UNLV Management Role of Facilities Management Questions.docxwrite5
The document discusses the roles and competencies required of facilities managers in the hotel industry. It identifies 20 significant facilities management roles in hotels, with maintaining preventive maintenance schedules being the most important. The document also examines the interconnectivity between facilities management roles, competencies, and skills needed in hotels. Key competencies for facilities managers include technical skills like building maintenance as well as soft skills like communications and change management.
Table of Contents1. Introduction1.1. Research Topic1.2.docxmattinsonjanel
Table of Contents
1. Introduction
1.1. Research Topic
1.2. Secondary Data
1.3. Research Interest
1.4. Structure
2 Research Question
3. Research Methodology.
3.1 Research Process
3.2 Sampling site and sampling approach.
3.3 Research location
3.4 Limitation.
4. Literature Review
4.1 Introduction.
4.2 Changing pattern in travelling within a hotel industry
4.3 Segmentation and Brand.
4.4 Patterns of New Markets
4.5 Ownership and management.
5. The Gantt chart
6. Data Collection.
6.1 Primary data analysis
6.2 Secondary data analysis.
7. Recommendation
8. References.
1.0 INTRODUCTION
1.1 Research Topic
This study will be focusing on the hotel industry by looking at the change in travelling pattern within the corporate guest structure; it’s not like before where only white colour used to travel but mow even blue colour and workers travel. The study will, therefore, try to understand the implications of these travelling changes in the hotel industry in terms of its services delivery structures and their business strategies.
1.2 Secondary data
Changes in the travelling patterns around the globe arising from the rise in the number of travellers with diverse needs increasing have been the game changer in the hospitality/hotel industry around the globe. There are far reaching implications associated with these changes according to the available secondary data on the trends in the hotel industry. The changes have brought about shortages in skilled and qualified employees in the hotel industry to deal with the needs of customers from different segments (Deegan and Horan, 2003). In the past hotels owners had been concentrating on training their employees on serving white people who were the main travellers around the world. Studies indicate that the new trending in the traveling industry means that the hospitality industry have shortages in the number of skilled as well as qualified employees who can serve the needs of new customer segments in the hospitality sector (Deegan and Horan, 2003).In order to accommodate the new changes, the hotel owners have to invest heavily in education and training of its staffs for them to gain the required skills (Lewis, 2006). As a result the cost of training and development of employees in the hotel industry has been on the risk in recent years.
Additionally, in order to address the growing needs of its customers the hotel industry has to invest heavily in the IT sector as a result, so as to be able to improve efficiency in serving corporate guests, given that their numbers have increased in the recent years(WTO, 2001).The available secondary data only focus on the challenges and merits associated with the new travelling patterns on the hotel industry, failing to identify the actual implications of the changes on the hotel industry business strategies. Thus, this research will seek to fill this research gap by identifying the implications of changes in the travelli ...
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
1. The document discusses a study that examines the effects of mobile hotel applications (MHA) on customer behavioral intentions to reuse and revisit hotels.
2. The study develops a framework combining the Technology Acceptance Model (TAM) with the antecedents of memorable experience, customer satisfaction, and behavioral intention.
3. The results of the study of 204 customers who used hotel mobile apps revealed that perceived usefulness of MHAs positively impacts memorable experiences, which in turn boosts customer satisfaction and behavioral intention to reuse the app and revisit the hotel.
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Analysis of hotel design and recommendation for improvements. A case of DORSE...junaid ahmed
This case study provide the deep understanding about the issues of the design quality in hotel and how these issues can influecne on customer. also provide the recommendation for imporvements
The Impact of Organizational Climate, Service Quality and customer Satisfacti...inventionjournals
The demand for vacation and accommodation has grown greatly because of the government’s policy on promoting tourism which is in line with the two-day weekend policy in Taiwan. Therefore, the demand for domestic tourist hotels has been growing accordingly. The purpose of this study is to explore the impacts of organizational climate, service quality and customer satisfaction on organizational performance. This study focused on section managers and front-line staff of international tourist hotels in Taipei City as the population of the study. Convenience sampling was used to draw samples from the population. The study results showed (1) organizational climate has significant positive impacts on organizational performance; (2) service quality has significant positive impacts on organizational performance; and (3) customer satisfaction also has significant positive impacts on organizational performance. In addition, the results of this study can be used by the relevant industry as a reference for business-related decision-making so as to get ahead of the game, grasp the profit-making opportunities and improve the organizational performance.
A Study on Marketing Mix of Hospitality Industry.pdfKathryn Patel
This document provides an abstract for a study on the marketing mix of the hospitality industry in India. It discusses how the hospitality industry, including hotels, hostels, and restaurants, has grown significantly in India in recent years, supported by government initiatives. The study aims to examine aspects of the marketing mix that can be improved to increase customer satisfaction and loyalty for the hospitality sector. It provides a literature review on previous research conducted on factors influencing customer satisfaction in the hospitality industry, such as facilities, services, image, and innovation.
This document discusses designing a strategy map for hotels using key performance indicators from the balanced scorecard (BSC) perspectives. It reviews literature on performance measurement in hotels and identifies common financial and non-financial KPIs used. The study aims to use the DEMATEL technique to determine relationships between KPIs and construct a strategy map showing logical links. This strategy map would help hotels prioritize indicators and initiatives to improve performance. The document argues that while financial metrics are important, a focus on non-financial KPIs may offer greater opportunities to measure long-term effectiveness.
Innovation in product form and function: customer perception of their valueGurdal Ertek
The goal of product design is to obtain the maximum effect with minimum cost in functionality and aesthetic beauty. Consumers are attracted to the designs that reflect their use behaviors and psychological responses more than they are to the simple visual
representations. When product functions and qualities are similar across products, customers make their purchasing decision upon aesthetic form. Form presents a significant competitive factor that improves the value of a product. Overall, the purpose of this study is to examine the most important product design factors that affect the market share trends of mobile phone companies. Study uses product characteristics for
1,028 mobile phones released between 2003 and 2008 as a case study. The multiple linear regression analysis is used to select highly correlated variables that influence the market share, and Mallow's Cp method is used to determine the best-fitting model. The Partial Regression Coefficients are used to evaluate the relative importance of design criteria. The nine mobile phone design features that affect the market share were
identified, and the block form style is determined as the most important design factor. Using these approaches, this study demonstrates how investments should be directed in the next mobile phone design process.
http://research.sabanciuniv.edu.
SWOT Analysis and Competition Approaches of Hotels in GuangzhouIOSRJBM
The purpose of this exploratory research was to identify the strengths, weaknesses, opportunities, and threats (SWOT) of hotels in Guangzhou. More importantly, the research explored the competition methods they employed or will employ to enhance opportunities and neutralize the threats in the market. The research methods include literature review in relation to competition approach and environmental analysis and focus group involving hotel managers in Guangzhou. A modified nominal group technique was utilized in this study. 14 focus group participants were solely recruited from 3-star and above accommodations within Guangzhou city. The results show that the commonly used competition methods used or will be used included (a) strategical alliance, (b) creation and innovation, (c) hotel expansion, (d) human resources enhancement, (e) quality improvement, (f) marketing strategy, and (g) social awareness.
This summary provides the key points from the document in 3 sentences:
The document discusses a study that examined how different atmospheric elements of a hotel lobby, such as color, lighting, layout, style, and furnishings, impact customer impressions. The study used photographs of hotel lobbies and found that color, lighting, and style significantly influenced overall customer impressions of the lobby, with color having the strongest impact. The findings suggest hotel operators should pay close attention to atmospheric elements in the design of hotel lobbies to create positive first impressions for customers.
Application of Customer Relationship Management (Crm) Dimensions: A Critical ...IJMERJOURNAL
ABSTRACT”: Customer relationship management is crucial due to the competitive environment. For this reason, it has become a widely implemented strategy across the hotel industry in retaining customers and maintaining good relationships with them. It also promotes customer satisfaction and loyalty which lead to the achievement of competitive business performance. However, due to the ever-increasing competition and the continuous changing customers’ needs in the hotel industry, the ability to achieve customer satisfaction is becoming a major challenge. Using 40 respondents from 20 hotels, this paper, therefore, explores the managers’ perspective into how the application of CRM dimensions impact on the performance of hotels and also examines the relationships between them since studies evaluating their relationships are limited. It studies CRM from the hotels’ perceptive as Guest Services Managers and Marketing Managers were the respondents. This study employed an exploratory research design and quantitative technique. The survey was conducted in New Delhi and simple random sampling was the sampling technique used to select respondents. With the study’s objectives in mind, the developed research hypotheses constructed were tested using multiple regression analysis as the statistical tool. Through the results, it has been revealed that CRM dimensions are positively related to the performance of hotels. Finally, CRM dimensions are highly recommended as a competitive strategic tool to enhance competitiveness.
This document summarizes a study on the impact of servicescape on customer satisfaction in the banking industry. The study examined how the tangible physical surroundings that customers interact with, including ambient conditions, space/function, and signs/symbols/artifacts, impact customer satisfaction. A survey was conducted of 150 banking customers using a questionnaire. The results showed a statistically significant correlation between servicescape and customer satisfaction. The regression analysis also indicated that servicescape positively impacts customer satisfaction. The study concludes that banks should focus on effective design of servicescape elements to improve customer satisfaction.
Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction...AI Publications
Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.
The document discusses hotel lobby design and its importance. It begins by defining hotel lobbies, their purposes, and impacts. Specifically, lobbies are the first impression guests have of a hotel and set the style. They influence customer satisfaction. The document then discusses servicescape dimensions like spatial layout, functionality, and signs/symbols and how they impact customer behaviors and reactions. It also provides a chronological overview of lobby design developments and trends over time. Finally, examples of lobby design concepts from various hotels are presented focusing on their atmospheres, features, and purposes.
Service Reliability Impact on Business with Reference to „Three Star Hotels‟ ...Dr. Amarjeet Singh
Reliability and trustworthiness are the most vital
success factors in any business to sustain, survive and
succeed, this tag line also applicable for service industries
like Hotels. Customer satisfaction is a collective outcome of
perception, evaluation, and psychological reaction to the
Service quality. Due to the increasing competition of Hotel
business and the high demand of the customers, service
quality is the fundamental factor to measure customer‟s
satisfaction within such business. The primarily purpose of
this study is to determine the influence of reliability
dimension of „Three Star Hotels „customers satisfaction.
Required data was collected through customers‟ survey. For
conducting customers‟ survey likert scale based
questionnaire was developed after review of literature.
However, customers were selected by random sampling
method and a sample size of 100 has been taken. The
reliability of construct was tested by using Cronbach‟s alpha
test, using SPSS 20. Cronbach‟s alpha coefficients were
calculated 0.788 for the questionnaire survey. The findings
show that there is a very strong relationship between quality
of service (Reliability) and customer satisfaction. On the
basis of the conclusion made, Reliability in Hotel business
was representing the ability of the web site to fulfil customer
requirement correctly, deliver promptly, and keep
belongings secure.
This document summarizes a research paper that examines the impact of service quality on customer satisfaction in the hospitality industry. The paper reviews literature on key concepts of service quality and customer satisfaction. It establishes five hypotheses about the relationship between the dimensions of service quality (empathy, reliability, responsiveness, assurance and tangible) and customer satisfaction. The purpose is to analyze customer comments from a hotel in Erbil, Kurdistan to evaluate how service quality impacts customer satisfaction and the hotel's reputation. A research model is presented and the study aims to identify which service quality factors most influence guest satisfaction.
Evaluation of Web Applications based on UX ParametersIJECEIAES
The objective of evaluating User Experience (UX) in this era of technology is to enhance the user satisfaction. Earlier applications were built with the aim of reducing the work of users. But with the evolution of the technology, the emergence of new gadgets and new trends in the information technology, the applications had to be more user-centric. The primary objective of this research is to evaluate the user experience of web applications based on different UX parameters using different techniques and given a rating. Each of these ratings are combined to determine the overall rating of UX for the web application. Also, the secondary objective of this research is to provide suggestions or recommendations based on the ratings to improve the UX of the web applications. An experimental study was conducted and the results show a significant improvement. Areas of further enhancements have also been identified and presented.
Innovation in Product Form And Function: Customer Perception Of Their Valueertekg
Download Link > https://ertekprojects.com/gurdal-ertek-publications/blog/innovation-in-product-form-and-function-customer-perception-of-their-value/
The goal of product design is to obtain the maximum effect with minimum cost in functionality and aesthetic beauty. Consumers are attracted to the designs that reflect their use behaviors and psychological responses more than they are to the simple visual representations. When product functions and qualities are similar across products, customers make their purchasing decision upon aesthetic form. Form presents a significant competitive factor that improves the value of a product. Overall, the purpose of this study is to examine the most important product design factors that affect the market share trends of mobile phone companies. Study uses product characteristics for 1,028 mobile phones released between 2003 and 2008 as a case study. The multiple linear regression analysis is used to select highly correlated variables that influence the market share, and Mallow's Cp method is used to determine the best-fitting model. The Partial Regression Coefficients are used to evaluate the relative importance of design criteria. The nine mobile phone design features that affect the market share were identified, and the block form style is determined as the most important design factor. Using these approaches, this study demonstrates how investments should be directed in the next mobile phone design process.
This document outlines the proposed methodology for a PhD study examining the use of gamification as a relationship marketing tool in 5-star hotels. The study aims to identify user motivations for playing games and understand what constitutes "fun" for different types of users. It will examine how these motivations relate to intentions to use hotel gamification applications and influence customer loyalty. A mixed methods approach is proposed using interviews to understand user perspectives, followed by a questionnaire to test relationships between variables. The implications include further defining fun and enjoyment in this context, understanding motivations for using hotel apps, and identifying how gamification can boost customer loyalty for hotel chains.
Human resource management Is one of the most important aspects in any organisation. In hospitality industry, if we talk about hotels within the same categories of stars, nowadays, they would be adhering to more or less similar standards i.e. room and bed size, interior design, bathroom, lighting and breakfast and have almost similar facilities which they offer. Turaeva Gavkhar Nurmurotovna. (2020). The role of HR in organizations In Uzbekistan. International Journal on Orange Technologies, 2(11), 30-32. https://doi.org/10.31149/ijot.v2i11.858 Pdf Url: https://journals.researchparks.org/index.php/IJOT/article/view/858/817 Paper Url: https://journals.researchparks.org/index.php/IJOT/article/view/858
Hotels which purely operate with a commercial business purpose consider the customer is the king!’ And, if we believe this it is also important to know how to make them happy. Recent days customers expect lot of good services more than their expectations Hence, it is mandatory that employees approach and interaction with the guests play a predominant role in the satisfaction and retention of them. The study focused on identifying the customers’ perception towards the laundry and bar services that are provided by the leading star hotels in Salem city, Tamilnadu, South India from the 300 customers who had stayed in the said hotels. Descriptive research design with exploratory approach and non-scientific sampling method with purposive sampling technique was used in this study to get the actual perception of the customers. Concrete suggestions and measures to be implemented are suggested.
This document provides an overview of service design. It discusses the importance of the service experience and how it is complex involving both functional and emotional aspects. It traces the origins of service design to product design and interaction design, noting the influence of user-centered approaches. A variety of tools and techniques are used in service design projects including ethnography, journey mapping, prototyping, and testing. The outcomes of service design can include improved customer experiences and more effective service systems.
Relatohsip Factors Affecting Loyaty: A Study on Agents Loyalty towards Hotels...IOSRJBM
The purpose of this study is to investigate the relationship related factors the effect loyalty between hotels and its agents in the tourism Industry of Maldives. A combination of causal and descriptive research designs was used. The research is carried on 199 research respondents in the Maldivian tourism Industry. The independent variables are Trust, Reliability, Commitment and Communication and dependent variable is Loyalty. The research employed descriptive statistics, Pearson correlation coefficient and multiple linear regressions and the findings shows Reliability, Commitments and Communication have a significant impact on Loyalty. While Trust is the only factor that founds an insignificant impact on loyalty. Furthermore, it is recommended that other specific factors can also be used with wider respondents to gauge the effect of relationship factors on loyalty. This Study will eventually benefit the marketing managers to define an efficient marketing Strategy and also the research community by providing new knowledge regarding the relationship factors effecting loyalty. Though, other major economies can also be examined with different other industries to check the deviation of effecting relationship factor on Loyalty
Research Paper Template Outline For A Short ResearJoe Osborn
Here are the steps to complete this task:
1. Open the document in Word.
2. Verify your name appears in the footer.
3. Go to Layout > Orientation and select Landscape.
4. Go to Margins and set all margins to 0.6".
5. Go to Layout > Columns and select "Three - Equal".
6. Go to Insert > Breaks > Next Page and insert it before the heading "Catering Services".
7. On page 1, go to Layout > Breaks > Column and insert column breaks before the paragraphs "Food
Truck" and "Catering Services".
8. Check that all formatting changes have
The document discusses the history of the Jewish community in Greece, noting that while Jews once had a large and prominent presence in places like Thessaloniki, they have faced repeated discrimination and persecution over centuries under Byzantine rule, Ottoman rule, and most severely during the 1940s when many lost their homes and lives to antisemitism. The Jewish population in Greece has been greatly reduced from its historical size and prominence.
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The demand for vacation and accommodation has grown greatly because of the government’s policy on promoting tourism which is in line with the two-day weekend policy in Taiwan. Therefore, the demand for domestic tourist hotels has been growing accordingly. The purpose of this study is to explore the impacts of organizational climate, service quality and customer satisfaction on organizational performance. This study focused on section managers and front-line staff of international tourist hotels in Taipei City as the population of the study. Convenience sampling was used to draw samples from the population. The study results showed (1) organizational climate has significant positive impacts on organizational performance; (2) service quality has significant positive impacts on organizational performance; and (3) customer satisfaction also has significant positive impacts on organizational performance. In addition, the results of this study can be used by the relevant industry as a reference for business-related decision-making so as to get ahead of the game, grasp the profit-making opportunities and improve the organizational performance.
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This document discusses designing a strategy map for hotels using key performance indicators from the balanced scorecard (BSC) perspectives. It reviews literature on performance measurement in hotels and identifies common financial and non-financial KPIs used. The study aims to use the DEMATEL technique to determine relationships between KPIs and construct a strategy map showing logical links. This strategy map would help hotels prioritize indicators and initiatives to improve performance. The document argues that while financial metrics are important, a focus on non-financial KPIs may offer greater opportunities to measure long-term effectiveness.
Innovation in product form and function: customer perception of their valueGurdal Ertek
The goal of product design is to obtain the maximum effect with minimum cost in functionality and aesthetic beauty. Consumers are attracted to the designs that reflect their use behaviors and psychological responses more than they are to the simple visual
representations. When product functions and qualities are similar across products, customers make their purchasing decision upon aesthetic form. Form presents a significant competitive factor that improves the value of a product. Overall, the purpose of this study is to examine the most important product design factors that affect the market share trends of mobile phone companies. Study uses product characteristics for
1,028 mobile phones released between 2003 and 2008 as a case study. The multiple linear regression analysis is used to select highly correlated variables that influence the market share, and Mallow's Cp method is used to determine the best-fitting model. The Partial Regression Coefficients are used to evaluate the relative importance of design criteria. The nine mobile phone design features that affect the market share were
identified, and the block form style is determined as the most important design factor. Using these approaches, this study demonstrates how investments should be directed in the next mobile phone design process.
http://research.sabanciuniv.edu.
SWOT Analysis and Competition Approaches of Hotels in GuangzhouIOSRJBM
The purpose of this exploratory research was to identify the strengths, weaknesses, opportunities, and threats (SWOT) of hotels in Guangzhou. More importantly, the research explored the competition methods they employed or will employ to enhance opportunities and neutralize the threats in the market. The research methods include literature review in relation to competition approach and environmental analysis and focus group involving hotel managers in Guangzhou. A modified nominal group technique was utilized in this study. 14 focus group participants were solely recruited from 3-star and above accommodations within Guangzhou city. The results show that the commonly used competition methods used or will be used included (a) strategical alliance, (b) creation and innovation, (c) hotel expansion, (d) human resources enhancement, (e) quality improvement, (f) marketing strategy, and (g) social awareness.
This summary provides the key points from the document in 3 sentences:
The document discusses a study that examined how different atmospheric elements of a hotel lobby, such as color, lighting, layout, style, and furnishings, impact customer impressions. The study used photographs of hotel lobbies and found that color, lighting, and style significantly influenced overall customer impressions of the lobby, with color having the strongest impact. The findings suggest hotel operators should pay close attention to atmospheric elements in the design of hotel lobbies to create positive first impressions for customers.
Application of Customer Relationship Management (Crm) Dimensions: A Critical ...IJMERJOURNAL
ABSTRACT”: Customer relationship management is crucial due to the competitive environment. For this reason, it has become a widely implemented strategy across the hotel industry in retaining customers and maintaining good relationships with them. It also promotes customer satisfaction and loyalty which lead to the achievement of competitive business performance. However, due to the ever-increasing competition and the continuous changing customers’ needs in the hotel industry, the ability to achieve customer satisfaction is becoming a major challenge. Using 40 respondents from 20 hotels, this paper, therefore, explores the managers’ perspective into how the application of CRM dimensions impact on the performance of hotels and also examines the relationships between them since studies evaluating their relationships are limited. It studies CRM from the hotels’ perceptive as Guest Services Managers and Marketing Managers were the respondents. This study employed an exploratory research design and quantitative technique. The survey was conducted in New Delhi and simple random sampling was the sampling technique used to select respondents. With the study’s objectives in mind, the developed research hypotheses constructed were tested using multiple regression analysis as the statistical tool. Through the results, it has been revealed that CRM dimensions are positively related to the performance of hotels. Finally, CRM dimensions are highly recommended as a competitive strategic tool to enhance competitiveness.
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Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction...AI Publications
Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.
The document discusses hotel lobby design and its importance. It begins by defining hotel lobbies, their purposes, and impacts. Specifically, lobbies are the first impression guests have of a hotel and set the style. They influence customer satisfaction. The document then discusses servicescape dimensions like spatial layout, functionality, and signs/symbols and how they impact customer behaviors and reactions. It also provides a chronological overview of lobby design developments and trends over time. Finally, examples of lobby design concepts from various hotels are presented focusing on their atmospheres, features, and purposes.
Service Reliability Impact on Business with Reference to „Three Star Hotels‟ ...Dr. Amarjeet Singh
Reliability and trustworthiness are the most vital
success factors in any business to sustain, survive and
succeed, this tag line also applicable for service industries
like Hotels. Customer satisfaction is a collective outcome of
perception, evaluation, and psychological reaction to the
Service quality. Due to the increasing competition of Hotel
business and the high demand of the customers, service
quality is the fundamental factor to measure customer‟s
satisfaction within such business. The primarily purpose of
this study is to determine the influence of reliability
dimension of „Three Star Hotels „customers satisfaction.
Required data was collected through customers‟ survey. For
conducting customers‟ survey likert scale based
questionnaire was developed after review of literature.
However, customers were selected by random sampling
method and a sample size of 100 has been taken. The
reliability of construct was tested by using Cronbach‟s alpha
test, using SPSS 20. Cronbach‟s alpha coefficients were
calculated 0.788 for the questionnaire survey. The findings
show that there is a very strong relationship between quality
of service (Reliability) and customer satisfaction. On the
basis of the conclusion made, Reliability in Hotel business
was representing the ability of the web site to fulfil customer
requirement correctly, deliver promptly, and keep
belongings secure.
This document summarizes a research paper that examines the impact of service quality on customer satisfaction in the hospitality industry. The paper reviews literature on key concepts of service quality and customer satisfaction. It establishes five hypotheses about the relationship between the dimensions of service quality (empathy, reliability, responsiveness, assurance and tangible) and customer satisfaction. The purpose is to analyze customer comments from a hotel in Erbil, Kurdistan to evaluate how service quality impacts customer satisfaction and the hotel's reputation. A research model is presented and the study aims to identify which service quality factors most influence guest satisfaction.
Evaluation of Web Applications based on UX ParametersIJECEIAES
The objective of evaluating User Experience (UX) in this era of technology is to enhance the user satisfaction. Earlier applications were built with the aim of reducing the work of users. But with the evolution of the technology, the emergence of new gadgets and new trends in the information technology, the applications had to be more user-centric. The primary objective of this research is to evaluate the user experience of web applications based on different UX parameters using different techniques and given a rating. Each of these ratings are combined to determine the overall rating of UX for the web application. Also, the secondary objective of this research is to provide suggestions or recommendations based on the ratings to improve the UX of the web applications. An experimental study was conducted and the results show a significant improvement. Areas of further enhancements have also been identified and presented.
Innovation in Product Form And Function: Customer Perception Of Their Valueertekg
Download Link > https://ertekprojects.com/gurdal-ertek-publications/blog/innovation-in-product-form-and-function-customer-perception-of-their-value/
The goal of product design is to obtain the maximum effect with minimum cost in functionality and aesthetic beauty. Consumers are attracted to the designs that reflect their use behaviors and psychological responses more than they are to the simple visual representations. When product functions and qualities are similar across products, customers make their purchasing decision upon aesthetic form. Form presents a significant competitive factor that improves the value of a product. Overall, the purpose of this study is to examine the most important product design factors that affect the market share trends of mobile phone companies. Study uses product characteristics for 1,028 mobile phones released between 2003 and 2008 as a case study. The multiple linear regression analysis is used to select highly correlated variables that influence the market share, and Mallow's Cp method is used to determine the best-fitting model. The Partial Regression Coefficients are used to evaluate the relative importance of design criteria. The nine mobile phone design features that affect the market share were identified, and the block form style is determined as the most important design factor. Using these approaches, this study demonstrates how investments should be directed in the next mobile phone design process.
This document outlines the proposed methodology for a PhD study examining the use of gamification as a relationship marketing tool in 5-star hotels. The study aims to identify user motivations for playing games and understand what constitutes "fun" for different types of users. It will examine how these motivations relate to intentions to use hotel gamification applications and influence customer loyalty. A mixed methods approach is proposed using interviews to understand user perspectives, followed by a questionnaire to test relationships between variables. The implications include further defining fun and enjoyment in this context, understanding motivations for using hotel apps, and identifying how gamification can boost customer loyalty for hotel chains.
Human resource management Is one of the most important aspects in any organisation. In hospitality industry, if we talk about hotels within the same categories of stars, nowadays, they would be adhering to more or less similar standards i.e. room and bed size, interior design, bathroom, lighting and breakfast and have almost similar facilities which they offer. Turaeva Gavkhar Nurmurotovna. (2020). The role of HR in organizations In Uzbekistan. International Journal on Orange Technologies, 2(11), 30-32. https://doi.org/10.31149/ijot.v2i11.858 Pdf Url: https://journals.researchparks.org/index.php/IJOT/article/view/858/817 Paper Url: https://journals.researchparks.org/index.php/IJOT/article/view/858
Hotels which purely operate with a commercial business purpose consider the customer is the king!’ And, if we believe this it is also important to know how to make them happy. Recent days customers expect lot of good services more than their expectations Hence, it is mandatory that employees approach and interaction with the guests play a predominant role in the satisfaction and retention of them. The study focused on identifying the customers’ perception towards the laundry and bar services that are provided by the leading star hotels in Salem city, Tamilnadu, South India from the 300 customers who had stayed in the said hotels. Descriptive research design with exploratory approach and non-scientific sampling method with purposive sampling technique was used in this study to get the actual perception of the customers. Concrete suggestions and measures to be implemented are suggested.
This document provides an overview of service design. It discusses the importance of the service experience and how it is complex involving both functional and emotional aspects. It traces the origins of service design to product design and interaction design, noting the influence of user-centered approaches. A variety of tools and techniques are used in service design projects including ethnography, journey mapping, prototyping, and testing. The outcomes of service design can include improved customer experiences and more effective service systems.
Relatohsip Factors Affecting Loyaty: A Study on Agents Loyalty towards Hotels...IOSRJBM
The purpose of this study is to investigate the relationship related factors the effect loyalty between hotels and its agents in the tourism Industry of Maldives. A combination of causal and descriptive research designs was used. The research is carried on 199 research respondents in the Maldivian tourism Industry. The independent variables are Trust, Reliability, Commitment and Communication and dependent variable is Loyalty. The research employed descriptive statistics, Pearson correlation coefficient and multiple linear regressions and the findings shows Reliability, Commitments and Communication have a significant impact on Loyalty. While Trust is the only factor that founds an insignificant impact on loyalty. Furthermore, it is recommended that other specific factors can also be used with wider respondents to gauge the effect of relationship factors on loyalty. This Study will eventually benefit the marketing managers to define an efficient marketing Strategy and also the research community by providing new knowledge regarding the relationship factors effecting loyalty. Though, other major economies can also be examined with different other industries to check the deviation of effecting relationship factor on Loyalty
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A Systematic Literature Review On Hotel Design
1. 297
A Systematic Literature Review on Hotel Design
A Systematic Literature Review on Hotel Design*
Serhat Adem, SOPa*
a
Burdur Mehmet Akif Ersoy University, School of Tourism and Hotel Management, Department of Tourism Management, Burdur, Turkey,
serhatademsop@gmail.com, ORCID: 0000-0001-9096-9496
Abstract
The main purpose of this study is to identify the effects of a good hotel design in a comprehensive manner. The systematic literature
review method has been applied and the academic databases of the well-known publishers that are Science Direct, Taylor & Francis,
Emerald, Sage and Wiley have been selected for advanced search. Twenty-eight research articles related to hotel design have been
content analyzed. Findings of the content analysis indicate that a good hotel design can affect consumers’ emotions, self-brand
connection, satisfaction, preference, behavioral intentions and loyalty, and employees’ aesthetic pleasure and well-being. Findings
also demonstrate that a good design contributes to marketing and financial performances of hotels. Other contributions of a
successful hotel design on the business are reduced staffing levels and maintenance costs, increased sales, greater efficiency, higher
gross operating profit and the need for lower capital investment. Hotel design is closely related to sustainability, as well. Within this
context, a framework identifying the effects of a good hotel design within micro and macro levels has been developed and discussed
both theoretically and practically. Since the sub-purpose of the study is describing the current literature related to hotel design,
some bibliometric indicators such as the journals publishing articles related to hotel design, distribution of the articles by years and
number of authors studying on this topic, paper types of the articles (empirical or conceptual) and research methods (quantitative
or qualitative) they applied have been examined to define more research gaps and future research directions.
Keywords: Hotel design, systematic literature review, design framework..
JEL CODE: L89
Article History:
Received : November 07, 2020
Revised : November 19, 2020
Accepted : November 27, 2020
Article Type : Review Article
Sop, S.A. (2020). A Systematic Literature Review on Hotel Design, Turizm Akademik Dergisi, 7 (2), 297-310.
*Since this is a review study, there was no necessity to get ethics committee approval to conduct the research.
** Corresponding author e-mail: serhatademsop@gmail.com
2. 298 Serhat Adem Sop
Tourism Academic Journal, 02 (2020) 297-310
INTRODUCTION
Hotelierscomprehendthatapleasanthotelbuilding,
which is a servicescape as well, should lead to satisfied
and loyal guests who might intend to revisit the hotel
in the future and recommend it to others (Zemke,
Chen, Raab & Zhong, 2017). A good hotel design also
assists to increase the economic and social value of the
destination where it is located (Phillips, 2004). Because,
a good hotel design may support the brand identity of
the destination and attract more visitors, which might
conclude with extended market share both for the hotel
and the destination (Lee, 2011).
In the lodging industry, which is located within the
hospitality industry by embracing hotels and resorts,
hotel rooms are the most important servicescapes that
directlyincreasethesalesofanykindofhoteltypes,such
as budget hotels, motels and luxury hotels. That is why
the investment in hotel room design is an expensive,
long-term and crucial decision (Wittmann-Wurzer &
Zech, 2019). Moreover, there are lots of servicescapes
existing within a hotel. Among them, hotel lobbies are
considered as one of the most important servicescapes
due to its influence in shaping many of the first
impressions by guests (Countryman & Jang, 2006).
Lobbies are the first point of communication between
guests and staff, shaping guests’ initial perception of
the property (Dong, 2018). Hence, hotel lobbies are
considered as places that influence hotel experience of
the guests (Nanu, Ali, Berezina & Cobanoglu, 2020).
Also, the lobby acts as a staged waiting area; therefore,
the whole interior design needs to be in harmony
(Dong, 2018). Since, the lobby is located in the central
location of the building which represents the entire
hotel building (Kilburn, 2018).
Previous studies related hotel design have mainly
focused on two servicescapes which are hotel rooms
(Bogicevic, Bujisic, Cobanoglu & Feinstein, 2018;
Park, Pae & Meneely, 2010; Wittmann-Wurzer
& Zech, 2019) and lobbies (Countryman & Jang,
2006; Nanu et al., 2020). Some authors have paid
regard to the entire building design of hotels, as well
(Zemke & Pullman, 2008; Zemke et al., 2017). There
is a lack of studies considering the influence of hotel
design from the employees’ perspective instead of
consumers’, which is described as workplace design
(Kirillova, Fu & Kucukusta, 2020). Building upon the
previous studies, this paper primarily aims to reveal
the broader effects of a good hotel design. In other
words, it focuses on understanding the power of hotel
design comprehensively. Since there is a gap of studies
discussing the influence of hotel design, this original
paper might be labelled as a pioneering study within
the relevant literature.
In the following section, a brief literature review is
presented to describe what design is and its indicators,
such as aesthetic and atmosphere. Then, research
methodology which is the systematic literature review
is explained and findings are listed. In the conclusion
section, a framework which demonstrates the effects of
a good hotel design within micro and macro levels is
developed by considering the research findings. Then,
the framework is evaluated in terms of theoretical and
practical implications.
LITERATURE REVIEW
Design is about applying human creativity to create
products, services, and environments to satisfy the
needs of individuals (Yin, Qin, & Holland, 2011). It
consists of atmospherics, aesthetics and servicescape,
and the position of art within each of these elements
(Woelfel, Krzyinski, & Drechsel, 2013). It is seen that
a growing body of literature is exploring the role of
design, aesthetics and atmosphere in the hotel context
(Alfakhri, Harness, Nicholson & Harness, 2018).
Previous studies assert that hotel enterprises invest in
architecture and product design to satisfy the hedonic
motivations of the customers (Lee, 2020). Hotels also
consider property design to affect the customers’
hotel perceptions and their consumption experiences
(Alfakhri et al., 2018). Besides, it is believed that a
hotel’s design should reflect ways of thought and
styles of the target customers (Tong, 1979). Therefore,
while developing a hotel design, creating aesthetics
and focusing on unique environmental details that
reflect the quality of service are important indicators
for the managers (Baek & Ok, 2017; Kirillova &
Chan, 2018; Lee, 2020). Baek and Ok (2017) claimed
that design also plays a crucial role in the decision-
making process of consumers when they compare
hotels. They defined hotel design by considering the
aesthetics, functionality, symbolism and product
design and discovered that symbolism and aesthetics
in hotel design influence booking intention through
quality expectation and emotional arousal (Baek &
Ok, 2017). Moreover, Zemke et al. (2017) identified
hotel design quality with functionality and impact
indicators and found that both of these indicators have
positive effects on customer satisfaction. According to
Lee (2020), positive design factors which are escapism,
compatibility and corporate social responsibility to the
environment affect customers’ well-being. Escapism
and compatibility dimensions of hotel design also
influence consumers’ self-brand connection (Lee,
2020). Findings of Zemke and Pullman (2008) also
prove that there is a significant relationship between
building design, user satisfaction, and hotels’ financial
and marketing performance.
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A Systematic Literature Review on Hotel Design
Design hotels have an exclusive atmosphere that
communicates aesthetic distinctiveness and build
an identity (Strannegard & Strannegard, 2012). A
successful hotel design can lead to reduced staffing
levels and maintenance costs, increased sales, greater
efficiency, higher gross operating profit and the need
for lower capital investment (Ransley & Ingram, 2001).
Hotel design supports much to the service offered by
hotels and their marketing achievements, as well (West
& Purvis, 1992). Therefore, hoteliers and designers
accept the need for more effective management of
resources invested in hotel design (West & Hughes,
1991). A limited number of studies have also revealed
that hotel employees are influenced by hotel design.
According to Kirillova et al. (2020), backstage
employees of hotels report lower levels of well-being
and experience less aesthetic pleasure than frontstage
employees.
METHOD
This study primarily aims to introduce the effects of
hoteldesignondifferentparameters,suchascustomers,
employees, enterprises and the environment. Within
this purpose, a systematic review of the relevant
literature was performed. Hence, there was no necessity
to get ethics committee approval to conduct this
study. Papers applying the systematic literature review
method examine the previous studies of a particular
field and reveals the gaps and future perspectives
(Pickering & Bryne, 2014; Prayag, Hassibi & Nunkoo,
2019; Sop, 2020). Recent studies show that tourism
researchers have become more interested in using the
systematic literature review method. For example, Sop
(2020) introduced how self-congruity theory has been
applied in tourism studies and defined some future
research directions to self-congruity researchers.
Similarly, Vada, Prentice, Scott and Hsiao (2020)
demonstrated the current status of tourist well-being
literature. Moreover, Sota, Chaudhry and Srivastava
(2020) performed the systematic literature review
method to discuss customer relationship management
studies related to the hospitality industry.
According to Mustak (2014), a research paper
conducting this method follows four basic stages.
In the first stage, the author selects the publication
databases and performs the initial search. Then, in the
second stage, she/he specifies the relevant articles by
considering the search results. Later, in the third stage,
the specified articles are content analyzed in terms of
the research parameters or questions developed by
the author. Lastly, in the fourth stage, these research
questions are responded and the results are discussed
to demonstrate the research gaps and future research
directions (Mustak, 2014; Sop, 2020). Similarly, Vada et
al. (2020) and Watson, Wilson, Smart and Macdonald
(2018) indicate that a systematic literature review
consists of searching, screening and extraction and
synthesis stages.
Following the stages of the systematic literature
review method, the databases were selected in Stage 1.
To analyze the top-tier tourism journals such as Annals
of Tourism Research, International Journal of Hospitality
Management, The Cornell Hotel and Restaurant
Administration Quarterly, the academic databases
of the well-known publishers were selected that are
Science Direct, Taylor & Francis, Emerald, Sage and
Wiley. In Stage 2, each database’s website was visited on
17 October 2020 to perform the advanced search. Then,
the advanced search was performed in journal-title by
entering the search term, which is “hotel design”. This
stage has resulted in 54 records. However, 26 of them
were eliminated because of being irrelevant papers.
For example, some of those studies were related to
website design quality (Panagopoulos, Kanellopoulos,
Karachanidis & Konstantinidis, 2011; Stringam &
Gerdes, 2010; Vrontis, Ktoridou & Melanthiou, 2008),
organizational design (Pereira-Moliner et al., 2016)
or supply chain design of hotels (Zeng, Shi & Xie,
2020). In Stage 3, the relevant 28 articles were content
analyzed in terms of various bibliometric indicators,
such as authors, paper types, research variables, major
findings etc. Lastly, in Stage 4, findings of the content
analysis were presented and discussed for revealing the
research gaps, discovering the effects of hotel design
and introducing future research directions.
The sub-purpose of the study is to describe the
current literature related to hotel design. Some
bibliometric indicators of the relevant articles have
been examined for this purpose. For example, the
journals publishing articles related to hotel design
have been listed in the systematic review process to
understand the interdisciplinary status of the hotel
design as a research topic. Distribution of the articles
by years and number of authors studying on this topic
has also been investigated. Paper types of the articles
(empirical or conceptual) and research methods
(quantitative or qualitative) they applied have been
examined to define more research gaps and future
directions. Within this context, the research questions
(RQ) of the study are listed as follows. RQ1 represents
the main purpose, while RQ2-RQ4 represent the sub-
purpose of this study.
RQ1: What are the effects of a good hotel design
on consumers, employees, business
performance, etc.?
RQ2: Is hotel design an interdisciplinary research
topic?
4. 300 Serhat Adem Sop
Tourism Academic Journal, 02 (2020) 297-310
RQ3: What are the pioneering studies and the
names of the confronting authors in the
relevant literature?
RQ4: Which methods have been applied in the
previous studies?
FINDINGS
Table 1 introduces the distribution of the relevant
articles published in different journals. It is seen that
most of the journals publishing articles related to
hotel design are indexed in top-tier indexes such as
SSCI, SCI Exp., AHCI, Scopus. Among these journals,
International Journal of Contemporary Hospitality
Management which has published five articles on the
relevanttopicranksinthefirstplace(%17,9).Besidesthe
journals from the tourism field, journals representing
architecture and engineering disciplines are ranked in
this list, as well. Articles published in Journal of Interior
Design, Building Research & Information, International
Journal of Sustainable Built Environment, Facilities,
Journal of Asian Architecture and Building Engineering,
Ships and Offshore Structures, Structural Concrete prove
that hotel design is an interdisciplinary research topic.
The list of the authors who have published articles
on hotel design is presented in Table 2. According to
the list including 56 authors, Dina Marie V. Zemke has
done more research related to hotel design. Amanda
West, Carola Raab, Cihan Cobanoglu and Pannell Kerr
Forster are the other authors who have more than one
relevant publication. Among 56 authors who have
investigated and discussed the effects of hotel design,
51 authors have published once on this research topic.
Figure 1 represents the distribution of the articles
by years. The findings prove that investigations and
discussions on hotel design have begun in the 1970s.
The systematic literature review demonstrated that
the first article was published by Cornell Hospitality
Quarterly, in 1974. The article written by C. DeWitt
Coffman was a short discussion paper entitled
“Designing Hotels for the Seventies”. Then, Cornell
Hospitality Quarterly published two more articles in
1979 and 1981. The findings reveal that the interest of
academicians in hotel design topic has begun in the
1990s and it is recently getting a hot research topic (n=
4 for 2020).
Table 3 evinces that the majority of the studies on
hotel design are empirical papers (%64,3). Most of
eighteen empirical studies have applied quantitative
research methods (%89) and nonrandom sampling
techniques, such as convenience and purposeful
sampling (%66,6). There is only one study applying a
random sampling method. However, five studies do
not have any information about the followed sampling
technique. Within this context, the sum of the sample
size of 13 empirical studies is 7862. There is also one
study with a considerable amount of sample size, which
is 2255.
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A Systematic Literature Review on Hotel Design
Figure 2 (see the appendix) demonstrates the results
of word cloud analysis which has been performed to
titles, keywords and research variables of the relevant
articles. The more frequently repeated words are
highlighted with bigger fonts in the figure. Findings
show that hotel design is a closely related research
phenomenon to hospitality consumers’ preferences,
booking intentions, length of stay, aesthetic and quality
perceptions, evaluations towards the functionality of
the hotel as a building, level of well-being, pleasure,
emotional arousal and satisfaction. Moreover, the hotel
design is correlated to business performance.
0
1
2
3
4
Number
of
published
articles
Years
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Word analysis results also reveal that hotel design has
been considered in terms of green production which
is a crucial indicator of environmental sustainability.
It is also seen that hotel design has been discussed in
terms of fire safety. Also, age, gender and culture as
demographic variables has been considered in studies
related to hotel design. To broaden the findings of word
cloud analysis, major findings or propositions of the
relevant articles have been content analyzed and the
findings have been presented in Table 4.
Articles related to hotel design have been content
analyzed and their major findings (for empirical
studies) or propositions (for conceptual studies) have
been reported in Table 4. As the table highlights, a
good hotel design positively influences consumers.
Besides, hotel design influences the employees and the
business performance of hotels. It is also seen that hotel
design is closely related to sustainability practices.
These findings are discussed and a framework which
provides a perspective about the effects of hotel design
is presented in the following section.
RESULTS AND DISCUSSION
Identifying the effects of a good hotel design
comprehensively has been aimed in this study. For
that purpose, the systematic literature review method
has been applied and 28 articles related to hotel design
have been content analyzed. The findings related to
RQ1 (what are the effects of a good hotel design on
consumers, employees, business performance, etc.?)
have firstly revealed that a good hotel design can
positively affect consumers’ emotions, pleasure, well-
being, self-brand connection, satisfaction, quality
perceptions, length of stay, preference, behavioral
intentions and loyalty. Besides, only a limited number
of studies examining the effect of design on hotel
employees indicate that aesthetic pleasure and well-
beingoftheemployeesarecloselyrelatedtohoteldesign
quality (Kirillova et al., 2020). In addition to consumer
and employee perspectives, findings also prove that a
good design contributes to marketing and financial
performances of hotels. Aesthetic distinctiveness and
exclusive atmosphere also shape the brand identity
of hotels. Other contributions of a successful hotel
design on the business are reduced staffing levels and
maintenance costs, increased sales, greater efficiency,
higher gross operating profit and the need for lower
capital investment. Hotel design is closely related to
sustainability, as well. It is also understood that green
building design attributes motivate tourists to prefer
green hotels. Thus, cost-effective and energy-efficient
building design options are being discussed, and
shading devices, insulation levels, glazing material,
window-to-wall ratio and glazing type are considered
as hotel design parameters. Within this context, a
comprehensive framework which provides a holistic
perspective about the effects of a good hotel design can
be presented as follows, in Figure 3.
This study proposes that a good hotel design is
related to many indicators such as aesthetic, atmosphere,
modernity, innovation, functionality, architecture shape
of the property. Under this circumstance, it is proposed
that a good design influences four elements related to the
lodging industry which are consumers, employees, the
business and the sustainability. Firstly, the good design
might influence the hotel consumers’ perceptions,
feelings, attitudes, intentions and behaviors. Within this
context, Baek and Ok (2017) concluded that good hotel
design influences the booking intention of consumers
through quality expectation and emotional arousal. Lee
(2020) also asserted that positive hotel design affects
customers’ well-being and self-brand connection.
However, consumers’ gender, age, generation and
culture may drive the effect of hotel design on
these individuals. For example, Nanu et al. (2020)
8. 304 Serhat Adem Sop
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found that the interior design style of hotel lobby
affects intention to book across different generations.
Especially, millennials are more affected by the design
than non-millennials. Similarly, Bogicevic et al. (2018)
indicated that younger guests prefer contemporary
hotel design style, while older guests show equal
satisfaction with traditional and contemporary styles.
Moreover, male guests prefer rooms decorated in
Business Employees
Sustainability Consumers
A Good Hotel Design
- Gender
- Age
- Generation
- Culture
- Backstage
- Frontstage
- Energy-efficient buildings
- Cost-effective buildings
- Increased awareness
- Aestethic
- Atmosphere
- Symbolism
- Innovation
- Modernity
- Functioanlity
- Architecture shape
- Fire safety
- Lighting
- Color
- Inclusion and exlusion of plants
- Insulation material
- Glazing type...
- Marketing performance
- Financial performance
- Brand identity
- Reduced staffing levels
- Reduced maintenance costs
- Increased sales
- Greater efficiency
- Higher gross operating profit
- Lower capital investment
- Aesthetic pleasure
- Well-being
- Emotions
- Pleasure
- Well-being
- Self-brand connection
- Satisfaction
- Quality perceptions
- Length of stay
- Preference
- Behavioral intentions
- Loyalty
MICRO-LEVEL
MACRO-LEVEL
Table 4 (Continued):
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A Systematic Literature Review on Hotel Design
masculine colors, while women are equally satisfied
with masculine or feminine color schemes. Park et al.
(2010) also proved that North Americans prefer the
hotel room with warm color lighting and low intensity
the most, whereas the Koreans preferred warm color
lighting and high intensity the most.
Another proposition of this study is that hotel
design influences hotel employees. However, being a
backstage or frontstage employee moderate the effect
of the hotel design. Within this context, Kirillova et
al. (2020) point out that backstage employees of hotels
report lower levels of well-being and experience less
aesthetic pleasure than frontstage employees. One can
also claim that a good hotel design might influence
the entire business. Supporting this proposition,
Zemke et al. (2018) claim that a hotel’s design quality
positively affects the hotel’s performance. According
to Strannegard & Strannegard (2012), design hotels
have an exclusive atmosphere that communicates
aesthetic distinctiveness and build an identity. Besides,
Ransley & Ingram (2001) propound that successful
hotel design can lead to reduced staffing levels and
maintenance costs, increased sales, greater efficiency,
higher gross operating profit and the need for lower
capital investment. Finally, the findings identify
that hotel design is a phenomenon that is related to
sustainability. Hou & Wu (2020) indicate that the level
of tourists’ perceptions and awareness of green building
design attributes significantly affect their intention
of staying in green hotels. Bodach et al. (2016) also
prove that cost-effective and energy-efficient building
design options have been considered for years. Hence,
this study proposes that a good hotel design which
consists of sustainable materials (insulation materials
and glazing type, etc.) and other design indicators
such as functionality and atmosphere might improve
the awareness of individuals (consumers, designer,
managers, etc.) towards sustainability practices. In
the meantime, it might increase the number of cost-
effective and energy-efficient buildings, which are
called green hotels.
The framework (see Figure 3) presents the effects of
a good hotel design in micro and macro levels. Since
consumers, employees and the business itself constitute
the microenvironment, the influence of hotel design on
these elements has been labelled as micro-level effects.
On the other hand, sustainability can be considered
as a macro-environmental element. Because, a good
hotel design can only influence sustainability practices
in a longer period than consumers, employees and
business performance. In addition, a positive change
in sustainability practices such as increased number of
green hotels might lead individuals to become green
consumers.
This study also aimed to describe the current
literature related to hotel design. Thus, some
bibliometric indicators such as the journals publishing
articles related to hotel design, distribution of the
articles by years and number of authors studying on
this topic, paper types of the articles (empirical or
conceptual) and research methods (quantitative or
qualitative) they applied have been examined to define
more research gaps and future research directions.
Regards to RQ2 (is hotel design an interdisciplinary
research topic?), it has been found that the International
Journal of Contemporary Hospitality Management
has published more articles related to hotel design.
Besides, the journals from the tourism field, journals
representing architecture and engineering are ranked
in this list, as well. Articles published in those journals
prove that hotel design is an interdisciplinary research
topic.
Concerning the RQ3 (what are the pioneering
studies and the names of the confronting authors in
the relevant literature?), the names of the authors
and the publication years were investigated. Among
56 authors, Dina Marie V. Zemke has done more
research related to hotel design. Within this context,
she can be identified as the prominent author on this
research topic. The findings also revealed that the
first article which was a short discussion paper of C.
DeWitt Coffman was published by Cornell Hospitality
Quarterly, in 1974. Furthermore, the interest of
academicians in hotel design topic has begun in the
1990s and it is recently getting a hot research topic.
In regards to RQ4 (which methods have been applied
in the previous studies?) this study found that the
majority of the studies on hotel design are empirical
papers. Most of them have applied quantitative research
methods and nonrandom sampling techniques, such
as convenience and purposeful sampling. So, future
studies can apply random sampling methods or follow
a qualitative research design. Besides, there is only one
study examining the hotel design from the historical
perspective (Smith, 2010). Thereby, future studies can
also focus on historical hotel buildings’ design.
Theoretical and Practical Implications
This study has theoretically identified the influence
of hotel design on consumers, employees, hotel
business and sustainability. Since it is the first paper
which defines the effects of hotel design within micro
and macro levels, it can be considered as a pioneering
study that contributes to the existing literature and
generates future research perspectives. Within this
context, researchers can design an empirical study
related to hotel design by considering the framework
developed in this study. For example, one may
10. 306 Serhat Adem Sop
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investigate the effects of a good hotel design both on
consumers and employees. Besides, an examination
of the relationship between sustainable hotel design
and business performance might be performed.
Hence, it is believed that this study has identified
more research perspectives on the existing literature.
Moreover, findings related to the sub-purpose of this
study indicate that hotel design is an interdisciplinary
research topic which has been studied since the 1970s.
So, it is suggested that tourism scholars can work with
the authors from other disciplines such as architecture
and engineering. The other contribution of this study
is related to the research design. Findings of the review
have revealed that there is a huge lack of qualitative
research on this topic. To deeply discuss the design
effect on, for example, customers and employees, more
qualitative research is needed.
The results also prove that hoteliers and designers
should manage the hotel design process by considering
the possible effects in micro and macro levels. This
might directly or indirectly support their competitive
position in the market. Within this context, it is
revealed that the effect of a good hotel design increases
the sales, efficiency and gross operating profit of a
hotel business. Besides, a sustainable hotel design has
the potential to increase the consumers’ awareness of
sustainability practices in the hotel industry which may
influence their demand positively.
Limitations and Future Perspectives
This study has applied the systematic literature
review method and investigated 28 research articles
obtained from the major databases, which are Science
Direct, Taylor & Francis, Emerald, Sage and Wiley.
The advanced search was performed in journal-title by
enteringthesearchterm“hoteldesign”.Hence,theremay
have been some articles which the author was not able
to discover in the advanced search process. Therefore,
future studies can perform an advanced search on Web
of Science and Scopus by considering more keywords
in addition to hotel design. Their findings may also
contribute to the framework proposed in this study.
For example, the effects of hotel design on tourism
destinations should be discussed within this context.
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A Systematic Literature Review on Hotel Design
Support Information:
No support was received from any individual or
organization for this study.
Conflict of Interest:
There is no conflict of interest in this study.
Ethics approval:
Ethical rules were followed in all preparation
processes of this study.
Ethics committee approval:
Since this is a review study, there was no necessity to
get ethics committee approval to conduct the research.