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

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 Cog...

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Main Authors: Chang, Yee-Shan, Cheah, Jun-Hwa, Lim, Xin-Jean, Morrison, Alastair M., Kennell, James S.
Formato: Artigo
Publicado: Elsevier 2022
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id oai:psasir.upm.edu.my:100348
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spelling oai:psasir.upm.edu.my:100348 http://psasir.upm.edu.my/id/eprint/100348/ 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 Lim, Xin-Jean Morrison, Alastair M. Kennell, James S. 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. Elsevier 2022-07 Article PeerReviewed Chang, Yee-Shan and Cheah, Jun-Hwa and Lim, Xin-Jean and 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. art. no. 103249. pp. 1-11. ISSN 0278-4319 https://www.sciencedirect.com/science/article/pii/S0278431922001116 10.1016/j.ijhm.2022.103249
institution UPM IR
collection UPM IR
description 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.
format Article
author Chang, Yee-Shan
Cheah, Jun-Hwa
Lim, Xin-Jean
Morrison, Alastair M.
Kennell, James S.
spellingShingle Chang, Yee-Shan
Cheah, Jun-Hwa
Lim, Xin-Jean
Morrison, Alastair M.
Kennell, James S.
Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
author_facet Chang, Yee-Shan
Cheah, Jun-Hwa
Lim, Xin-Jean
Morrison, Alastair M.
Kennell, James S.
author_sort Chang, Yee-Shan
title Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
title_short Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
title_full Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
title_fullStr Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
title_full_unstemmed Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
title_sort are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
publisher Elsevier
publishDate 2022
_version_ 1819301178794573824
score 13.4562235

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