Designing the digitalized guest experience: A comprehensive framework and research agenda

Alexandra Youssofi, Florence Jeannot (), Eline Jongmans () and Maud Dampérat ()
Additional contact information
Alexandra Youssofi: INSEEC - Institut des hautes études économiques et commerciales | School of Business and Economics, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
Florence Jeannot: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, INSEEC - Institut des hautes études économiques et commerciales | School of Business and Economics
Eline Jongmans: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, UGA - Université Grenoble Alpes
Maud Dampérat: UL2 - Université Lumière - Lyon 2, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne

Post-Print from HAL

Abstract: Abstract Digital transformation has emerged as a critical necessity for hospitality, a sector that traditionally prioritizes human interaction and personalized experiences. While prior research has explored the impact of digital technologies on the realized guest experience, there is a lack of work that studies their influence on the intended guest experience, as designed by hoteliers. Drawing on existing literature on customer experience management and digitalization in hospitality, this research aims to understand the psychological mechanisms by which digital technologies enhance the intended digitalized guest experience . We conducted two qualitative studies, involving 22 hotel professionals and 18 consumers. By consolidating these different theoretical and practical perspectives, we propose a conceptualization of the intended digitalized guest experience and present an integrative framework that includes the mediating and reciprocal role of consumer‐ and professional‐based psychological mechanisms, along with antecedents, outcomes, and contingency factors. These findings have practical implications for hotel professionals, enabling them to leverage appropriate digital strategies for successful guest experiences. The article concludes with specific recommendations to managers on how to design a unique guest experience. These recommendations include designing a game‐like experience, developing "care" as a new source of digital value creation, and providing training to the staff to enhance their creativity.

Keywords: intented digitalized guest experience; self-service technology; hospitality; digital technology; artificial intelligence; artificial intelligence digital technology hospitality intented digitalized guest experience self-service technology (search for similar items in EconPapers)
Date: 2023-10-20
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-04316014v1
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Published in Psychology and Marketing, 2023, ⟨10.1002/mar.21929⟩

Downloads: (external link)
https://shs.hal.science/halshs-04316014v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-04316014

DOI: 10.1002/mar.21929

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().