ABSTRACT

This study aimed to explore the distinctive attributes of a smart hotel, the concept of a future hotel, and examined their influence on the progression of customers’ visit intention formation through anticipated customer experience quality and anticipated emotions. Through a series of in-depth interviews as a qualitative approach the determining attributes of a smart hotel were derived. The quantitative process categorized the underlying dimensions of a smart hotel’s attributes, which are convenience and control, maintenance and safety, untact environment, and personalization. Our result from the structural analysis empirically discovered the role of identified attributes in customers’ visit intention formation. Implications are discussed.

摘要

这项研究旨在探讨智能酒店的独特属性，未来酒店的概念，并通过预期的客户体验质量和预期的情感来考察其对客户访问意向形成过程的影响。通过一系列深入访谈作为定性方法，得出了智能酒店的确定属性。定量过程对智能酒店属性的基本维度进行了分类，这些属性包括便利性和可控制性，维护和安全性，未受破坏的环境以及个性化。结构分析的结果从经验上发现了已识别属性在客户访问意向形成中的作用。讨论了含义。