The effect of servicescape in hotels on customer satisfaction: Evidence from resort hotels

Artuğer, Savaş

doi:10.5937/turizam24-25540

Cited by 7 publications

(12 citation statements)

References 42 publications

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“…It is being mentioned earlier that well-designed servicescape is very important in service environment (Zemke et al, 2019). It is being supported by (Artuğer, 2020) that ambient conditions, decor, signs and symbols had a significant effect on customer satisfaction. The elements mentioned above are part of the physical servicescape.…”

Section: Relationship Between Servicescape and Guest Satisfactionmentioning

confidence: 85%

“…The figure also stated the elements of other intangibles such as business cards, stationery, and uniform. In this modern era, servicescape can also be defined as the comprehensive physical environment perceived by customers and consists of elements such as facilities, furniture, signs, temperature, noise, cleanliness (Artuğer, 2020).…”

Section: Physical Servicescapementioning

confidence: 99%

“…This is also due to the more sophisticated and demanding customers of todays' hospitality industry (Ali et al, 2021). Furthermore, the satisfaction level will lead to loyalty, WOM and intention to return to the restaurant (Hanks & Line , 2018) and hotel (Artuğer, 2020).…”

Section: Guest Satisfactionmentioning

confidence: 99%

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Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Tarmudi¹,

Jaharuddin²

2021

IJARBSS

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Servicescape role in the service industry is increasingly important and getting attention in the hospitality research, however less attention has been given specifically on physical servicescape and guest satisfaction towards the intention to book a hotel room. The purpose of this research is to study the operationalize construct of physical servicescape. Drawing on Stimulus-Organism-Response (SOR) theory, this study aims to examine the relationship between physical servicescape and guest satisfaction towards the intention to book a hotel room behavior. A quantitative study by distributing questionnaires to hotel guest who experienced the physical servicescape at the hotel will be employed. Analysis of the data collected by using Structural Equation Modeling (SEM) will be used to test the hypothesized relationships among variables. In addition, it is hoped that this study will sheds new lights on the relationship between physical servicescape and guest satisfaction towards intention to book. The theoretical and practical implications will be discussed.

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Section: Relationship Between Servicescape and Guest Satisfactionmentioning

confidence: 85%

Section: Physical Servicescapementioning

confidence: 99%

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Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Tarmudi¹,

Jaharuddin²

2021

IJARBSS

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“…This variable refers to the collective attitudes, beliefs and ethical principles shared by the occupants and stakeholders of a building or organization. Morale relates to the overall mood, satisfaction and motivation of individuals within the building, while values encompass the guiding principles, ideals and ethical considerations that shape their behaviours and decision-making (Artuğer, 2020). Prioritizing stakeholder morale and values in green buildings helps to build trust and enhance the organization's reputation (Li et al , 2018b).…”

Section: The Analysis and Discussion Of Findingsmentioning

confidence: 99%

Systematic literature review: the nexus of users’ social characteristics to environmental performance mandates in post occupancy evaluation (POE)

Khalil,

Kamaruzzaman,

Riley

et al. 2023

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Purpose This paper explores the patterns of the current needs of users' social characteristics in post occupancy evaluation (POE) associated with the environmental performance of green buildings using systematic literature review (SLR). This paper aims to establish a conceptual nexus between environmental performance mandates and the current needs of the users' social characteristics. Design/methodology/Approach This paper adopts a SLR approach designed using Preferred Reporting Items for Systematic Reviews and Meta-Analyses for 21 articles that were selected as qualitative synthesis in this study. The search parameter for the selected articles in this review was limited to publications in three databases, Scopus, Web of Science and Emerald, between January 2016 and January 2023, with the help of qualitative software ATLAS.ti 9© in the presentation of the network codes. The initial literature search has retrieved 99 papers which sequentially excluded 42 papers due to exclusion criteria, and the researcher was left with 57 papers. Out of 57, 14 papers were then removed due to duplication of records found in the Scopus and Web of Science databases, and 43 articles were further screened for qualitative synthesis. A thorough critical appraisal was applied to ensure that only selected papers were included, consensus was achieved among the authors and 22 papers were excluded. The qualitative synthesis has finalized 21 studies, and they are selected as confirmative findings. Findings Using network codes presentation of ATLAS.ti 9©, the result shows that the social characteristics are influenced by the evaluated building category and the users' category – the stakeholders (owners, designers) and the occupants. New-fangled elements in environmental performance mandates are legitimacy and accessibility. The users’ social characteristics are derived from the category of users, where the stakeholders (designers, owners) are relatively a novel benchmark in meeting the POE objectives towards environmental performance. The least attention on the users’ social characteristics based on the findings shows that image, experiential (conjoint), happiness, interactive behaviour, morale and values are depicted as the social current needs in the environmental performance using POE. However, all stakeholders and the building occupants’ social characteristics must have a confirmative relation to the performance mandates, especially for newly performance mandates elements: legitimacy and accessibility. Research limitations/implications The research limits the literature search between the recent January 2016 and January 2023 in Scopus, Web of Science and Emerald databases. Limiting the year of publication to the recent years is important to select and rank relevant scientific papers which encompass the reviewed subject. Other limitations include the selection of papers focusing on the POE approach and environmental performance as the main subject of evaluation. Other evaluation purposes that are not related to environmental objectives are excluded in this study. Originality/value The characteristics of the social elements become a challenging subject in meeting the environmental performance needs as they lean more towards intangible elements. The novelty of the findings is drawn from the new pattern and current needs of users' social characteristics in POE for environmental performance.

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“…intentions to stay in the hotel (Kirillova and Chan, 2018). For example, a study by Artuğer (2020) showed that factors that should be considered for fulfilling the needs of hotel guests were physical appearance of the hotel, room decoration, furnishing, elements such as the colours used in the hotel, the quality of furniture, odours, music, heating and cooling. These factors, including the interior designs, are considered as tangible values that should be allocated in the hotel aesthetics.…”

mentioning

confidence: 99%

Unveiling the Impact of Sustainable Interior Design Criteria on Hotel’s Operational Performance Effectiveness and User’s Hedonic Consumption

Che Abdullah,

Khalil,

Haron

et al. 2023

IJSCET

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Performance effectiveness in the hotel’s operational stage is significant for hotel industry as the industry relies on customer satisfaction towards the service. Fulfilling the customer’s satisfaction and users’ hedonic on the aesthetic appearance, interiors, room decorations, and furnishings is crucial for hotel's operational and facilities management concept. However, awareness the management of tangible interiors and aesthetic performance on sustainable interiors products are still lacking in the hotel's operational performance. This study aims to close the loop between the sustainable interior design (SID) and facilities management, by identifying the criteria of SID relating to hotel’s operational performance and user’s hedonic consumption. A semi-structured interview was carried out this study involving three professionals; architect, interior designer, GBI facilitator, in various green hotels project. The data is analysed using ATLAS.ti9© qualitative software. The findings revealed that there are seven (7) sustainable ID criteria consists of biophilic, energy efficiency, water consumption, health and social flexibility, environmental comfort, ergonomics, and green awareness. This study is significant for the hoteliers in identifying critical elements contributed to the successful performance in hotel’s operational stage using sustainable interiors.

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The effect of servicescape in hotels on customer satisfaction: Evidence from resort hotels

Cited by 7 publications

References 42 publications

Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Systematic literature review: the nexus of users’ social characteristics to environmental performance mandates in post occupancy evaluation (POE)

Unveiling the Impact of Sustainable Interior Design Criteria on Hotel’s Operational Performance Effectiveness and User’s Hedonic Consumption

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