Design strategies in the market competition of capsule hostels

Rahardjo, Susilo Toto

doi:10.1201/9780367814557-74

Cited by 1 publication

(1 citation statement)

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“…According to Lee (2021, p. 4), the motive is “an internal factor arousing, directing and integrating a person's behavior”. For low-budget travelers, the most significant motive is social interactions, as such, they aim to spend less on accommodation, while still having their privacy and comfort, therefore, they often use capsule hotels (Rahardjo, 2020). As CEM is experiential in nature, it is suggested that it complements the hotel industry.…”

Section: Literature Reviewmentioning

confidence: 99%

Customer experience management in capsule hotels: a content analysis of guest online review

Olorunsola

Saydam²,

Lasisi³

et al. 2023

JHTI

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PurposeCapsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.Design/methodology/approachThis study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.FindingsThe analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.Practical implicationsThis research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.Originality/valueThis research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.

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Section: Literature Reviewmentioning

confidence: 99%