Abstract
The paper analyzes the development background of smart hotels in China and points out that the homogenization of technology and user experience is the main problem at present. The research is carried out through combining “user experience” with “Servicescape” and “smart technologies”. Firstly, the international research status of the topic is summarized. Secondly, the model of Servicescape is revised according to the specific of smart hotel. Thirdly, two hotels with strong comparative characteristics are selected to conduct a user experience survey, data collected is analyzed by the IPA model. It is found that users’ evaluation of smart hotels is obviously divided, while the evaluation of traditional culture-themed hotels tends to be consistent.while hotels with traditional cultural themes get higher users’ willingness to buy again due to the rich cultural environment and event experience. The re-purchase intention of users for the latter is obviously much higher.
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Tan, R., Chen, H., Jing, X., Jin, Z., Deng, S. (2021). Customer Experience of Smart Hotel Based on Network Evaluation Information. In: Ahram, T.Z., Falcão, C.S. (eds) Advances in Usability, User Experience, Wearable and Assistive Technology. AHFE 2021. Lecture Notes in Networks and Systems, vol 275. Springer, Cham. https://doi.org/10.1007/978-3-030-80091-8_61
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DOI: https://doi.org/10.1007/978-3-030-80091-8_61
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