Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 65, Issue -, Pages 1-10Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2017.05.001
Keywords
Hotel design; Emotional arousal; Quality expectation; Booking intention; Lifestyle hotel
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Emphasizing experiential appeals to consumers through design is most notable in the emerging lifestyle hotel segment of the lodging industry. This study identifies which lodging design mechanisms evoke consumer responses and provides a novel understanding of the relationships among consumer perception of hotel product/service design and booking intention by incorporating consumer emotional arousal and quality expectations in a theoretical model. The findings of this study suggest that aesthetics and symbolism in hotel design shape booking intention through emotional arousal and quality expectation. The functional dimension of design affects booking intention only through quality expectation. The findings will be particularly meaningful to the lodging industry because online booking requires both emotional and cognitive responses on the part of consumers. (C) 2017 Elsevier Ltd. All rights reserved.
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