Investigating the impact of perceived smart hotel experience on perceived enjoyment and experience sharing: Scale development and validation

Abstract

A fully understanding of consumer experience toward smart hotels would provide valuable and updated insights into the technological aspects and managerial implications, which play a significant role in advancing the performance and competitiveness of smart hotels. In study 1 of this research, according to 14 interviews and two questionnaire surveys with smart hotel guests who had smart hotel experience in past 1 year, this study explores five dimensions of consumer perceived smart hotel experience (PSHE) and its measurement scale with good reliability and validity. Five dimensions are labeled as perceived fun, perceived novelty, perceived privacy, perceived convenience, and perceived solitude. In study 2 (n = 910), based on cognition-affection-conation framework, this study examines the relationship between consumers’ PSHE and consumers’ internal emotional states and outcome behavior, specifically perceived enjoyment and sharing behavior. The findings provide theoretical support for smart hotel managers to improve management and services, as well as for marketers to develop more targeted marketing strategies, thereby promoting the development of smart hotels.