How can hotel smartphone apps enhance hotel guest experiences? An integrated model of experiential value (2021)

Purpose– The purpose of this study was to investigate relationships among the experiential value of hotel apps, the cognitive and affective evaluation of hotel apps users, hotel apps users’ satisfaction and their endorsement for the hotel apps. Specifically, this study examined the relationships that enhance hotel guests’ experiences through hotel apps.

Design/methodology/approach– The measurement items were developed through extensive literature review. This study used a web-based survey to test an integrated model of the experiential value. With a total of 320 usable samples, partial least squares structural equation modeling was carried out to identify key “driver” constructs and validate the proposed model.

Findings– A significant relationship was found in the playfulness of hotel apps and hotel guests’ cognitive and affective evaluations of the hotel apps, which positively influence hotel guests’ satisfaction and their endorsement for the hotel apps. Hotel apps should create fun and entertainment features in the hotel apps so that the users of hotel apps can be enjoyable during their usage. In addition, providing hotel apps users with time saving and easy use of the hotel apps can affect their satisfaction and endorsement for the hotel apps.

Originality/value– This study confirmed the positive links among hotel apps users’ experiential value, their cognitive and affective evaluation of the hotel apps, their satisfaction of using the hotel apps and their endorsement for the hotel apps. This study also revealed that hotel apps can be hotels’ effective communication tool that enhances existing and potential customers’ overall experiences.

Keywords– Satisfaction, Experiential value, Endorsement, Affective evaluation, Cognitive evaluation, Hotel smartphone apps

How do hotel smartphone applications affect guest satisfaction in applications and re-use Intention? An experiential value approach (2020)

Abstract– Today, more hotel companies attempt to use hotel apps to provide useful content about hotel facilities, events or promotions, and directions. By using experiential values in the context of hotel app experience, this study explores how hotel guests perceive hotel apps and what affects their satisfaction with those apps and their re-use intentions through Partial Least Squares Structural Equation Modeling (PLS-SEM). A total of 212 usable responses were collected for data analysis through an online survey. The results of structural analysis revealed that while service excellence and esthetic values from hotel app experiences influence guest satisfaction, the playfulness value does not. Theoretical and managerial implications are discussed.

Keywords– Experiential Value, Guest Satisfaction, Hotel Smartphone Applications, Re-use Intention, PLS-SEM

The Red Dawg Café : A Case Study of a Local Restaurant (2022)

Abstract– This case study is designed to guide undergraduate business students to understand various marketing analysis technics, including STP and SWOT analyses, based on a fictitious small restaurant business. Students will have an opportunity to analyze Red Dawg Café’s current situation, segment the market, analyze the customers, and position the offerings in addition to preparing the SWOT analysis for the Cafe. In addition, this case includes creating a budgeting based on the goals set by the analyses so that students can familiarize themselves with some accounting knowledge. The budget includes the current actual figures, budgeted figures based on the three goals set by the case, and the variances between the actual and budget. With this hands-on case, business students will be able to apply their classroom learning to a real-world scenario.

Keywords– Start-ups, Entrepreneur, Restaurant Business, Marketing Strategy, Budgeting