• 디지털융복합연구
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• 제16권5호
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• pp.105-113
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• 2018

본 연구에서는 호텔이용 경험이 구매의사와 고객행동의도에 어떠한 영향을 미치는지를 실증분석을 통하여 규명하고자 하였다. 본 연구는 2015년 4월 1일부터 2015년 4월 30일까지 서울시내에 위치한 5성급 호텔인 5곳의 호텔 고객들을 대상으로 설문조사가 이루어졌으며, 총 330부의 설문지를 배포하여 총 306부의 설문지를 표본으로 확보하여 요인분석과 회귀분석을 실시하였다. 분석결과, 호텔이용 경험 요인인 감성적 경험, 물리적 경험, 지속적 경험, 우월적 경험 등이 구매의사에 1% 수준에서, 호텔이용 경험요인이 계속구매의사에 미치는 영향은 감성적 경험, 지속적 경험, 우월적 경험 요인이 구매 계속의사에 1% 수준에서 유의한 영향을 미쳤다. 물리적 경험 요인에 있어서는 10% 수준에서 영향을 미치는 것으로 나타났다. 한편, 호텔이용경험 요인들은 재이용의사, 긍정적 권유의사, 추천의사에 1% 수준에서 유의했고, 고객행동의도가 계속구매의사에 미치는 영향은 추천의사가 구매의사에 미치는 영향은 5% 수준에서, 재이용의사와 긍정적 권유는 계속구매의사에 10% 수준에서 유의한 영향을 미치는 것으로 나타났다. 호텔기업은 호텔-고객 간의 상호관계적 브랜드 인지도를 구축하여 고객이용 충성도를 지속적으로 높여야 할 것이다.

• 한국실내디자인학회논문집
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• 제23권1호
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• pp.143-151
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• 2014

Nowadays, space branding becomes more important since it reflects and synthesizes the diverse experiences of the consumer. The objective of the research is to present the new possibilities that space branding offers by analyzing the brand strategy and the design characteristics of branded hotels, which are being projected as constructed branded environments. By integrating the brand with visible or invisible elements of the hotel, such as unique space planning, service, and consumer experience, a branded hotel can be a good vehicle to reflect fast changing consumer lifestyles and trends; it enables the consumer to experience brands in his or her everyday life, and it conveys the overall image of the brand by considering the consumer's multi-sensual experiences. The study processed with theoretical research which is related to the hotel space and branded environment. Four brands were selected with distinct business area and brand strategy, and studied to analyze the strategy and the characteristics of the branded environment in a branded hotel. In particular, the case study attempted to evaluate the distinctiveness of the branded hotel's spatial design by comparing each brand's representative flagship store with the hotel. As a result, four characteristics of branded environments in branded hotels were identified, namely, strengthen brand image, consistent brand strategy, extend brand perception, spatialize brand experience. Armani emphasizes their consistent brand image by applying similar design methods in both retail stores and hotel spaces. IKEA, in contrast, applies not their design identity but their brand concepts like practicality, efficiency, and low prices. Pantone gives an expanded brand experience by using synesthetic sensual stimulation using their color system. Missoni mixes and composes their patterns and materials in a three-dimensional manner and strengthens design possibilities and spatiality. This study suggests specific design methods to construct a branded environment in a branded hotel and offers new strategic directions for space branding.

• 한국실내디자인학회논문집
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• 제26권6호
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• pp.116-125
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• 2017

The study is aimed to analyze cases of hotel room designs based on the 'Art Quotient'. It is focused on design elements of livability, analyzing the space design in terms of biophilic design and experiential marketing. This paper proposes a direction for hotel design based on the analysis result. The scope of the study includes the cases of 17 hotels in the area of Seoul achieving five stars in Korea. This paper presents an analysis whether the room space of hotels provide a user-oriented life experience from the perspective of biophilic design and experiential marketing. In this study, we focused on the concept of 'refuge', one of the biophilic design elements that express the value of life sense, and the element of 'sense', one of the strategic experiential modules of experiential marketing. After analyzing the hotel case studies, the space was evaluated using five factors of art quotient as a design method to provide a life experience in the hotel room. Analysis of the design space from the viewpoint of refuge, rather than architectural elements, proved that decorative elements appeared most commonly in all hotel rooms. Further, through an analysis based on the measures of 'sense', an experiential element, visual elements were mostly enforced in among the elements of the five senses. In other words, when designing a hotel room space, visual elements such as color, pattern, furniture, lighting and style are mainly utilized. Examining the analysis of the design elements from the point of view of the art quotient, the rooms of all the hotel's suite types include elements of 'communication'. Most of the hotel rooms focused on stimulating the aesthetic sensibility of customers. This resulted in the elements of 'immersion' showing poor results. In conclusion, it is necessary to provide the five senses of the arts index in a balanced manner to provide a life experience through the five senses.

• Journal of Information Processing Systems
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• 제17권3호
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• pp.586-598
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• 2021

Nowadays, users' reviews and feedback on e-commerce sites stored in text create a huge source of information for analyzing customers' experience with goods and services provided by a business. In other words, collecting and analyzing this information is necessary to better understand customer needs. In this study, we first collected a corpus with 99,322 customers' comments and opinions in English. From this corpus we chose the best number of topics (K) using Perplexity and Coherence Score measurements as the input parameters for the model. Finally, we conducted an experiment using the latent Dirichlet allocation (LDA) topic model with K coefficients to explore the topic. The model results found hidden topics and keyword sets with high probability that are interesting to users. The application of empirical results from the model will support decision-making to help businesses improve products and services as well as business management and development in the field of hotel services.

• 디지털융복합연구
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• 제18권2호
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• pp.403-411
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• 2020

이 연구는 특색있는 부티크 호텔에서 중요한 요소를 경험으로 보고, 호텔에 풍부한 경험 콘텐츠를 넣어 성공적인 사례를 만들고 있는 하얏트 호텔 그룹의 안다즈 호텔을 중심으로 융복합 사례 연구를 진행하였다. 안다즈 인도 델리 지점과 일본 도쿄 지점 두 곳에서 여덟 개씩 총 열여섯 개의 경험 콘텐츠 카테고리를 살펴보고, 이를 번 슈미트의 다섯개 경험 모듈을 통해 진단한 결과, 두 지점 모두 안다즈의 지역 특색을 살리는 호텔을 만드는 브랜드 철학에 맞게 대부분의 경험 모듈에서 경험 콘텐츠를 강하게 가지고 있었고, 그중 감각 콘텐츠를 가장 강하게 나타내고 있었다. 델리 지점 보다 토라노몬 힐즈 지점이 감성 경험 콘텐츠를 더 강하게 가졌으며, 인지 경험 콘텐츠의 경우 델리 지점이 조금 더 강하게 가지고 있는 것으로 확인되었다. 두 지점 모두 이용객이 호텔을 이용하는 동안 맞이하게 되는 다양한 지점에서 풍부한 경험 콘텐츠를 가지고 있는 것으로 확인되었다.

• 한국실내디자인학회논문집
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• 제20권3호
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• pp.80-88
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• 2011

The concept of the modern consumption is not limited to the value of use by mere purchasing and using of the products. The consumers in modern capitalistic society, consumes the semiotic value whose meaning is socially granted, as well as the value for using. Therefore, that tendency that the symbolic sign of the products is consumed to differentiate oneself from the others and express oneself appears. The designed hotel that reflects the features of sign consumption in the modern society and where the discriminate experience can be enjoyed through the unique and diversified design expression is drawing our attention. Therefore, in this paper, based on the theoretical consideration of semiotics, the tendency of sign consumption and its feature appearing in the modem society has been studied. And through the case studies of the hotels which have been built since the 2000s, how such features can be expressed in the space has been studied. As a result of the study, as for the features of expression of modern semiotic consumption society shown in the design hotels, the diversity breaking from the uniformity by the diversified thinking, the hybrid attribute, and the attribute of the differentiated entertaining images, based on hedonism, the inherent symbols and narrative attribute, and the flexible interactions through the experience of emotional consumption, are appearing.

• 지식경영연구
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• 제12권1호
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• pp.1-16
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• 2011

This study was motivated by consideration of advertising effects on purchase intention of hotel customers in the situation that people can experience in web advertisements more easily and quickly through four main media. We intends to propose strategic web advertising marketing plans by investigating the relation among hotel web advertising attributions, advertising attitude, brand attitude and purchase intention of customers. In conclusion, in the situation that hotel service industry endeavors a lot to attract young customers, according to gentrified consumption culture and changes in an environmental trend, these results are expected to be used as data to establish web advertising marketing strategies to show trendy brand images to hotel customers, especially consumers of N Generation using official websites of hotels.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제17권10호
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• pp.2609-2626
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• 2023

The hotel industry is an example of experiential services. As consumers cannot fully evaluate the online review content and quality of their services before booking, they must rely on several online reviews to reduce their perceived risks. However, individuals face information overload owing to the explosion of online reviews. Therefore, consumer cognitive fluency is an individual's subjective experience of the difficulty in processing information. Information complexity influences the receiver's attitude, behavior, and purchase decisions. Individuals who cannot process complex information rely on the peripheral route, whereas those who can process more information prefer the central route. This study further discusses the influence of the complexity of review information on hotel ratings using online attraction review data retrieved from TripAdvisor.com. This study conducts a two-level empirical analysis to explore the factors that affect review value. First, in the Peripheral Route model, we introduce a negative binomial regression model to examine the impact of intuitive and straightforward information on hotel ratings. In the Central Route model, we use a Tobit regression model with expert reviews as moderator variables to analyze the impact of complex information on hotel ratings. According to the analysis, five-star and budget hotels have different effects on hotel ratings. These findings have immediate implications for hotel managers in terms of better identifying potentially valuable reviews.

• 산경연구논집
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• 제14권5호
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• pp.19-29
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• 2023

Purpose: The hospitality sector is vital to economic development, especially in metropolitan regions, where hotels are a pivotal factor in drawing in leisure and corporate visitors. Despite the potential advantages of urban hotels, there is a gap in empirical studies on the impacts of eco-friendly interior design on hotel appeal and guest behavior. Therefore, this study aims to fill out the research gap. Research design, data and methodology: This study employed a review of the literature systematically as its research design. The study's data collection technique involves exploring peer-reviewed journals through electronic databases like Scopus, and Web of Science. The present author double-checked the quality of instrument for all usable dataset. Results: Prior literature has stated a strong linkage between green interior design in urban hotels and customer behavior and hotel attractiveness. Using environmentally conscious methods, hotels can enhance the quality of their indoor atmosphere, preserve energy and water supplies, and establish a favorable public perception that appeals to environmentally aware consumers, thereby improving their overall experience and contentment. Conclusions: This study concludes that creating indoor spaces with environmental factors in mind could lead to a more enjoyable and beneficial atmosphere for hotel visitors and adopting a sustainability-oriented approach to hotel design and operations could attract potential customers.

• 서비스연구
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• 제13권4호
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• pp.142-159
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• 2023

4차 산업혁명의 핵심 기술들이 럭셔리호텔에 도입되면서 호텔 이용자에게 새로운 제품과 서비스를 제공하고 새로운 경험을 할 수 있는 문화적, 체험적 공간으로 도약하고 있다. 따라서, 이 연구는 스마트기술이 도입된 럭셔리호텔, 즉 스마트호텔을 중심으로 기술 어메니티 서비스를 사용한 경험에 대한 호텔 이용자의 인식이 호텔의 신뢰와 만족도에 미치는 영향을 조사하여 향후 지속적 경쟁우위와 개선점을 끌어낼 수 있는 스마트호텔의 본질적인 요인들을 파악하였다. 또한, 고객 만족도를 극대화함으로써 해당 스마트호텔을 재방문할 수 있는 효과적인 호텔 마케팅 전략과 방안을 모색하는데 연구 목적을 두었다. 연구가설 검증을 위해 최근 2년 이내 스마트호텔에서 기술 어메니티를 이용한 경험이 있는 호텔 이용자를 대상으로 설문조사를 실시하였다. 연구 결과 의인화와 기술 어메니티 사용의도, 그리고 지각된 성능기대치와 스마트호텔 만족도 간의 관계를 제외한 모든 가설이 채택됨을 확인하였다. 이러한 연구 결과를 토대로 이 논문에서는 이론적 시사점과 실무적 시사점을 제시하였다. 스마트호텔은 다양한 스마트기술을 도입하며 빠르게 변모하고 있다. 따라서 지속적인 경쟁우위를 확보하고, 차별화된 호텔경영과 마케팅 전략을 수립하는데 있어 의미 있는 자료가 될 것이다.