Public space plays a primary role in shaping customers' hospitality experiences. Yet how public space conditions customers' experiential outcomes in accumulating capital for hospitality organizations remains underexplored. Inspired by the theory of psychological ownership, this research presents an in-depth analysis of the impacts of customers' public space experiences on their experiential outcomes using a longitudinal hotel industry dataset merging information from customer surveys, property performance, and surrounding accessibility insights. Findings revealed the positive effects of customers’ public space experiences on their overall service experiences, the perceived value of the experience, revisit intentions, and recommendation intentions. Moreover, hotel class, other customers, and surrounding accessibility were empirically verified as moderators conditioning the positive impact of public space. These findings offer valuable implications for theory and practice that are worthy of further exploration.

公共空间在塑造客户的款待体验方面起着主要作用。然而，公共空间如何影响客户在为酒店组织积累资本方面的体验结果仍未得到充分探索。受心理所有权理论的启发，本研究使用纵向酒店行业数据集合并来自客户调查、物业绩效和周围可达性洞察力的信息，深入分析客户的公共空间体验对其体验结果的影响。调查结果揭示了顾客的公共空间体验对其整体服务体验、体验的感知价值、重访意向和推荐意向的积极影响。此外，酒店类，其他客户，和周围的可达性被经验验证为调节公共空间积极影响的调节剂。这些发现为值得进一步探索的理论和实践提供了有价值的启示。