Hotel of the future: exploring the attributes of a smart hotel adopting a mixed-methods approach

ABSTRACT

This study aimed to explore the distinctive attributes of a smart hotel, the concept of a future hotel, and examined their influence on the progression of customers’ visit intention formation through anticipated customer experience quality and anticipated emotions. Through a series of in-depth interviews as a qualitative approach the determining attributes of a smart hotel were derived. The quantitative process categorized the underlying dimensions of a smart hotel’s attributes, which are convenience and control, maintenance and safety, untact environment, and personalization. Our result from the structural analysis empirically discovered the role of identified attributes in customers’ visit intention formation. Implications are discussed.

KEYWORDS:

• Smart hotel
• hotel of the future
• anticipated customer experience quality
• anticipated positive emotion
• anticipated negative emotion
• visit intention

Disclosure statement

No potential conflict of interest was reported by the authors.

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.