Assessing the value of good design in hotels

Zemke, Dina Marie V.; Pullman, Madeleine E.

doi:10.1080/09613210802380993

Cited by 19 publications

(22 citation statements)

References 17 publications

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“…The importance of creating and maintaining a distinctive atmosphere has garnered growing attention among hospitality scholars and managers as it is considered a key factor in attracting and satisfying customers and in increasing financial performance by maximizing income and market share in the hospitality industry (Dube and Renaghan, 2000;Han and Ryu, 2009;Heide and Gronhaug, 2009;Hertenstein et al, 2001;Jang and Namkung, 2009;Kim and Moon, 2009;Liu and Jang, 2009;Magnini and Parker, 2009;Ryu and Jang, 2007;Zemke and Pullman, 2008). A number of studies have found that customer reactions to the physical environment (also known as 'atmospherics') can be more important, particularly when hedonic consumption is highly involved (Bitner, 1992;Ryu and Jang, 2007;Wakefield and Blodgett, 1994).…”

Section: Introductionmentioning

confidence: 98%

New or repeat customers: How does physical environment influence their restaurant experience?

Ryu

Han

2011

International Journal of Hospitality Management

350

222

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Section: Introductionmentioning

confidence: 98%

New or repeat customers: How does physical environment influence their restaurant experience?

Ryu

Han

2011

International Journal of Hospitality Management

350

222

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“…Although there are many definitions of customers' previous experiences in the literature (Kim & Brown, 2012), however, a limited studies in a tourism and hospitality have been explained the concept of customers' previous experience (Zemke & Pullman, 2008). Common perspective on customer experience in the literature is considering on employee and customer communication that affects customer spiritually, emotionally, intellectually and physically (Mossberg, 2007); "the total outcome to the customer from the combination of environment, goods and services purchased" (Lewis & Chambers, 2000).…”

Section: Previous Experiencementioning

confidence: 99%

A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction

Oz¹,

Ihtiyar²,

Ahmad³

et al. 2016

JGBI

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The article presents a comprehensive and conceptual framework on key factors of intercultural interaction influencing customer satisfaction, which is one of the most important indicators of tourism industry in Malaysia. The theory-based path model of constructs and their possible interrelationships will be proposed such that the future analysis would be based on structural equation modeling approach or related statistical methods. In other words, this study anticipates to propose an applicable technique to empirically examine the inter relationships of intercultural communication competence, interaction comfort, inter-role congruence, perceived cultural distance, previous experience and satisfaction. It is basically a literature reviews on the related constructs and how the relationships' assessment of those constructs should be carried out. Although numerous researchers have studied the extensive topics of cultural distance and customer satisfaction, none of those studies has explored on the critical role of intercultural communication competence and previous experience on customer satisfaction in the industry.

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“…121 , 122 The significance of human factors is also addressed in design quality research in hotels where the role of staff manner and image is understood as a variable in visitor experience of hotel design. 123 A related concept in the hotels literature is ‘ambience’, a similar idea to retail atmospherics. Heide et al.…”

Section: The User In Context In Design Quality Researchmentioning

confidence: 99%

Re-conceiving building design quality: A review of building users in their social context

Watson

Evans

Karvonen

et al. 2014

Indoor and Built Environment

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Considerable overlap exists between post-occupancy research evaluating building design quality and the concept of ‘social value’, popularised by its recent application to issues of the public realm. To outline this potential research agenda, the paper reviews design quality research on buildings in relation to users and their social context where the term ‘social context’ refers to building user group dynamics, a combination of organisational cultures, management strategies, and social norms and practices. The review is conducted across five key building types, namely housing, workplaces, healthcare, education, and the retail/service sector. Research commonalities and gaps are identified in order to build a more comprehensive picture of the design quality literature and its handling of users in their social context. The key findings concerning each building type are presented visually. It is concluded that the design quality field comprises a patchwork of relatively isolated studies of various building types, with significant potential for theoretical and empirical development through interdisciplinary collaboration. Users tend to be conceived as anonymous and autonomous individuals with little analysis of user identity or interaction. Further, the contextual impact of user group dynamics on the relationship between building design and building user is rarely addressed in the literature. Producing a more nuanced understanding of users in situ is proposed as an important area for future design quality research.

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Assessing the value of good design in hotels

Cited by 19 publications

References 17 publications

New or repeat customers: How does physical environment influence their restaurant experience?

New or repeat customers: How does physical environment influence their restaurant experience?

A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction

Re-conceiving building design quality: A review of building users in their social context

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