Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty
Unmanned hotels are regarded as the future of hospitality in a post-Covid 19 world, based upon smart, contactless technologies. The purpose of this research was to determine if unmanned smart hotels create more positive outcomes such as enhanced experiential satisfaction and loyalty. Grounded on Cog...
| Main Authors: | , , , , |
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| Format: | Article |
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Elsevier
2022
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| Online Access: | http://psasir.upm.edu.my/id/eprint/100348/ |
| _version_ | 1848863301427003392 |
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| author | Chang, Yee-Shan Cheah, Jun-Hwa Lim, Xin-Jean Morrison, Alastair M. Kennell, James S. |
| author_facet | Chang, Yee-Shan Cheah, Jun-Hwa Lim, Xin-Jean Morrison, Alastair M. Kennell, James S. |
| author_sort | Chang, Yee-Shan |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Unmanned hotels are regarded as the future of hospitality in a post-Covid 19 world, based upon smart, contactless technologies. The purpose of this research was to determine if unmanned smart hotels create more positive outcomes such as enhanced experiential satisfaction and loyalty. Grounded on Cognitive Appraisal Theory, scholars support the notion that psychological states such as experiential motivation and confidence enhance outcomes. An online survey was conducted with 364 guests of unmanned smart hotels. Structural equation modeling results with partial least squares path analysis indicated that experiential quality, confidence, motivation, and satisfaction were positively associated with loyalty. Several recommendations were provided for the unmanned smart hotel literature and practices with regards to improving the effectiveness of guest experiences. |
| first_indexed | 2025-11-15T13:30:45Z |
| format | Article |
| id | upm-100348 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T13:30:45Z |
| publishDate | 2022 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1003482023-12-26T09:05:41Z http://psasir.upm.edu.my/id/eprint/100348/ Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty Chang, Yee-Shan Cheah, Jun-Hwa Lim, Xin-Jean Morrison, Alastair M. Kennell, James S. Unmanned hotels are regarded as the future of hospitality in a post-Covid 19 world, based upon smart, contactless technologies. The purpose of this research was to determine if unmanned smart hotels create more positive outcomes such as enhanced experiential satisfaction and loyalty. Grounded on Cognitive Appraisal Theory, scholars support the notion that psychological states such as experiential motivation and confidence enhance outcomes. An online survey was conducted with 364 guests of unmanned smart hotels. Structural equation modeling results with partial least squares path analysis indicated that experiential quality, confidence, motivation, and satisfaction were positively associated with loyalty. Several recommendations were provided for the unmanned smart hotel literature and practices with regards to improving the effectiveness of guest experiences. Elsevier 2022-07 Article PeerReviewed Chang, Yee-Shan and Cheah, Jun-Hwa and Lim, Xin-Jean and Morrison, Alastair M. and Kennell, James S. (2022) Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty. International Journal of Hospitality Management, 104. art. no. 103249. pp. 1-11. ISSN 0278-4319 https://www.sciencedirect.com/science/article/pii/S0278431922001116 10.1016/j.ijhm.2022.103249 |
| spellingShingle | Chang, Yee-Shan Cheah, Jun-Hwa Lim, Xin-Jean Morrison, Alastair M. Kennell, James S. Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title | Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title_full | Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title_fullStr | Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title_full_unstemmed | Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title_short | Are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| title_sort | are unmanned smart hotels du jour or are they here forever? experiential pathway analysis of antecedents of satisfaction and loyalty |
| url | http://psasir.upm.edu.my/id/eprint/100348/ http://psasir.upm.edu.my/id/eprint/100348/ http://psasir.upm.edu.my/id/eprint/100348/ |