| Abstract: |
Purpose This study bridges the gap between sensory marketing and the use of
the internet of things (IoT) in upscale hotels. This paper aims to investigate
how stimulating guests' senses through IoT devices influenced their emotions,
affective experiences, eudaimonism (well-being), and ultimately, guest
behavior. The authors examined the potential moderating effects of gender.
Design/methodology/approach Research conducted comprised an exploratory study,
which consisted of interviews with hotel managers (Study 1) and an online
confirmatory survey ( n = 357) among hotel guests (Study 2). Findings The
results showed that while the senses of smell, hearing and sight had an impact
on guests' emotions, the senses of touch, hearing and sight impacted guests'
affective experiences. The senses of smell and taste influenced guests'
eudaimonism. The sense of smell had a greater effect on eudaimonism and
behavioral intentions among women compared to men. Research
limitations/implications This study concentrated on upscale hotels located in
Europe. Further research may explore the generalizability of the findings
(e.g. in other cultures, comparison between high-end and low-end hotels).
Practical implications Managers of upscale hotels should apply congruent
sensory stimuli from all five senses. Stimuli may be customized ("SoCoIoT"
marketing). IoT in hotels may be useful in the aftermath of the COVID
pandemic, as voice commands help guests avoid touching surfaces.
Originality/value IoT can be applied in creating customized multi-sensory
hotel experiences. For example, hotels may offer unique and diverse ambiances
in their rooms and suites to improve guest experiences. |