Hotel design and its impact on the customer’s booking decision

Wang, Minhan, Tabari, Saloomeh ORCID: https://orcid.org/0000-0002-0645-4789 and Chen, Wei 2024. Hotel design and its impact on the customer’s booking decision. Tabari, Saloomeh, Chen, Wei and Kladou, Stella, eds. Marketing and Design in the Service Sector Enhancing Customer Experience, Leeds: Emerald Publishing Limited, pp. 51-62. (10.1108/978-1-83797-276-020241005)

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Abstract

Design plays an important role in the hospitality and retail industry. Hotels interior and exterior designs are an important part of hotel operations, and customers are paying attention to them more than ever. The industry is presenting its brand culture through the modern or unique design of its establishments. This chapter is exploring design and its effects on customer satisfaction and the choice of hotel. The chapter attempts to analyse customer psychology and the impact of external architectural style and internal decoration on customer satisfaction and decision-making, followed by investigating the impact of interior design on guest satisfaction. To achieve this, the chapter aimed to answer the following question: how do external and internal design of the hotel influence customer decision-making?

Item Type:	Book Section
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	Emerald Publishing Limited
ISBN:	978-1-83797-277-7
Last Modified:	05 Dec 2024 14:15
URI:	https://orca.cardiff.ac.uk/id/eprint/172616

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