A STUDY OF HOTEL LOBBY PHYSICAL SERVICESCAPE AND GUEST IMPRESSION TOWARDS HOTEL
Abstract
This paper aims to understand the physical servicescape elements of the hotel lobby and guest impression of hotels. Servicescape's role in the service industry is increasingly important and getting attention in hospitality research. A hotel lobby is the place or meeting point between guests and employees upon arrival. However, less attention has been given to the hotel lobby operationally. The physical environment and ambience of the hotel lobby are critical to impress guests and convey the hotel image. Accordingly, the purpose of this research is to operationalize the construct of the servicescape for the hotel lobby. This study aims to examine the relationship between hotel lobby servicescape towards guest impression. A quantitative study by distributing questionnaires to hotel guests who experienced the hotel lobby servicescape at the hotel will be employed. Analysis of the data collected by using Structural Equation Modeling (SEM) will be used to test the relationships among variables. In addition, it is hoped that this study will shed new light on the relationship between hotel lobby servicescape and guest impression specifically in the hotel industry.
References
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Shehata, S. A. (1996). Market Potential for Hawaiian Cut Flowers in Upscale Hotels in the Western Region of North America (pp. 1–8).
Triana, D. A., Kusumah, A. H. G., & Marhanah, S. (2018). The Influence of Hotel Attributes on Three Star Hotels Guest Satisfaction in Bandung City. Advances in Social Sciences, Education and Humanities Research, 259(Isot 2018), 5–8. https://doi.org/10.2991/isot-18.2019.29
Wakefield, K. L. and, & Blodgett, J. G. (1996). Environmental dimensions Holistic environment Internal responses Behavior. 10 no. 6(6), 45–61.
Zhen Zhi, N. W., Wah, L. W., Yee, W. S., & Soon, W. K. (2022). Impact of Performance and Barriers Towards Industrial Revolution 4.0 Implementation in Malaysian Construction Projects. Malaysian Journal of Sustainable Environment, 9(1), 243. https://doi.org/10.24191/myse.v9i1.17302
Vallen, G.K., Vallen, J.J., 2009. Check-In Check-Out: Managing Hotel Operations, 8th ed. Pearson Prentice Hall, Upper Saddle River, NJ.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. https://doi.org/10.2307/1252042
Bloch, P. H., Brunel, F. F., & Arnold, T. J. (2002). Individual differences in the centrality of visual product aesthetics: Concept and measurement. Journal of Consumer Research, 29(4), 551–565. https://doi.org/10.1086/346250
Choi, H., & Kandampully, J. (2019). The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. International Journal of Hospitality Management, 77(May 2018), 40–50. https://doi.org/10.1016/j.ijhm.2018.06.012
Countryman, C. C., & Jang, S. (2006). The effects of atmospheric elements on customer impression: The case of hotel lobbies. International Journal of Contemporary Hospitality Management, 18(7), 534–545. https://doi.org/10.1108/09596110610702968
Fidzani, L. C., & Caughey, C. (2014). First Impressions of Hotel Lobbies as Inferences About Hotels : A Marketing Tool. Botswana Journal of Business, 7(1), 1–12.
Fox, R. T. (1963). You and Your Florist - A Decorating Team. Cornell Hospitality Quarterly, 4(3), 29–38.
Franěk, M., Šefara, D., Petružálek, J., Cabal, J., & Myška, K. (2018). Differences in eye movements while viewing images with various levels of restorativeness. Journal of Environmental Psychology, 57, 10–16. https://doi.org/10.1016/j.jenvp.2018.05.001
Hossein Ghasempourabadi, M., & Taraz, M. (2021). Human-Robot Interaction in Construction: A Literature Review Automation in Construction. Malaysian Journal of Sustainable Environment, 8(1), 49–74.
Huang, H. Te, & Tsaih, L. S. J. (2021). Prioritizing hotel lobby design factors: perspectives of hotel operators in China. Journal of Asian Architecture and Building Engineering, 00(00), 1–13. https://doi.org/10.1080/13467581.2021.1966016
Hulland, J., Chow, Y. H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Marketing, 13(2), 181–197. https://doi.org/10.1016/0167-8116(96)00002-X
Isroilova, N. F. (2022). Modern Trends in Interior Design of Hotel Premises. Eurasian Journal of Engineering and Technology, 5, 55–59.
Jaakkola, E. (2020). Designing conceptual articles: four approaches. AMS Review, 10(1–2), 18–26. https://doi.org/10.1007/s13162-020-00161-0
Jabareen, Y. (2009). Building a conceptual framework. Philopspohy, definition, procedure. International Journal of Qualitative Methods, 8(4), 49–62.
Kim, J., & Kang, E. (2022). An Empirical Study of How Both Environmental Awareness and Interest in Artwork Can Be Incorporated into the Interior Design of Urban Hotels. Sustainability (Switzerland), 14(2). https://doi.org/10.3390/su14021005
Leenders, M. A. A. M., Smidts, A., & Haji, A. El. (2019). Ambient scent as a mood inducer in supermarkets: The role of scent intensity and time-pressure of shoppers. Journal of Retailing and Consumer Services, 48, 270–280. https://doi.org/10.1016/j.jretconser.2016.05.007
Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163–178. https://doi.org/10.1016/j.ijhm.2003.01.001
Lin, I. Y. (2016). Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience. Journal of Services Marketing, 30(7), 692–712. https://doi.org/10.1108/JSM-08-2015-0258
Lin, I. Y. (2022). What Makes a Hotelscape Beautiful? Antecedent and Consequent Behaviors of Perceived Aesthetic Value and Aesthetic Judgment in the Customer-Hotelscape Relationship. International Journal of Hospitality and Tourism Administration, 23(1), 34–61. https://doi.org/10.1080/15256480.2019.1692754
Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers’ emotions and satisfaction. Journal of Hospitality Marketing and Management, 19(8), 819–841. https://doi.org/10.1080/19368623.2010.514547
Line, N. D., & Hanks, L. (2019). The Social Servicescape: A Multidimensional Operationalization. Journal of Hospitality and Tourism Research, 43(2), 167–187. https://doi.org/10.1177/1096348018767948
Nanu, L., Ali, F., Berezina, K., & Cobanoglu, C. (2020). The effect of hotel lobby design on booking intentions: An intergenerational examination. International Journal of Hospitality Management, 89(May). https://doi.org/10.1016/j.ijhm.2020.102530
Naqshbandi Muzamil, M., & Munir, R. S. (2011). Atmospheric elements and personality: Impact on hotel lobby impressions. World Applied Sciences Journal, 15(6), 785–792. https://doi.org/10.2139/ssrn.2361143
Putri, A. (2012).
Ramlee, N., & Said, I. (2014). Review on Atmospheric Effects of Commercial Environment. Procedia - Social and Behavioral Sciences, 153, 426–435. https://doi.org/10.1016/j.sbspro.2014.10.076
Sekaran, U., & Bougie, R. (2016). Research Method For Business. Encyclopedia of Quality of Life and Well-Being Research, 3336–3336.
Sharma, P. (2021). Customer co-creation, COVID-19 and sustainable service outcomes. Benchmarking: An International Journal, ahead-of-p(ahead-of-print). https://doi.org/10.1108/bij-10-2020-0541
Shehata, S. A. (1996). Market Potential for Hawaiian Cut Flowers in Upscale Hotels in the Western Region of North America (pp. 1–8).
Triana, D. A., Kusumah, A. H. G., & Marhanah, S. (2018). The Influence of Hotel Attributes on Three Star Hotels Guest Satisfaction in Bandung City. Advances in Social Sciences, Education and Humanities Research, 259(Isot 2018), 5–8. https://doi.org/10.2991/isot-18.2019.29
Wakefield, K. L. and, & Blodgett, J. G. (1996). Environmental dimensions Holistic environment Internal responses Behavior. 10 no. 6(6), 45–61.
Zhen Zhi, N. W., Wah, L. W., Yee, W. S., & Soon, W. K. (2022). Impact of Performance and Barriers Towards Industrial Revolution 4.0 Implementation in Malaysian Construction Projects. Malaysian Journal of Sustainable Environment, 9(1), 243. https://doi.org/10.24191/myse.v9i1.17302
Vallen, G.K., Vallen, J.J., 2009. Check-In Check-Out: Managing Hotel Operations, 8th ed. Pearson Prentice Hall, Upper Saddle River, NJ.
Published
2022-08-31
How to Cite
TARMUDI, Sabrina; JAHARUDDIN, Nor Siah.
A STUDY OF HOTEL LOBBY PHYSICAL SERVICESCAPE AND GUEST IMPRESSION TOWARDS HOTEL.
Malaysian Journal of Sustainable Environment, [S.l.], v. 9, n. 2, p. 279-298, aug. 2022.
ISSN 0128-326X.
Available at: <https://myjms.mohe.gov.my/index.php/myse/article/view/18839>. Date accessed: 29 may 2023.
doi: https://doi.org/10.24191/myse.v9i2.18839.
Section
Articles
