A cross-sectional examination of hotel consumer experience and relative effects on consumer values

One key aspect of the competitive service sector environment is the effort of many businesses to differentiate themselves by creating unique customer experiences that accompany their products and services. The challenge of creating memorable consumer experiences is the proper identification of specific characteristics that influence experiences and gaining a better understanding of how these affect consumers’ perceived value. To this end, this study attempted to develop a model that identifies influencing dimensions of consumer experiences and investigates the composition of consumer experiences and the relative outcome on consumers’ perceived value in a hospitality setting.To initiate this study, an intercept survey approach was taken. The results revealed that both the physical environment and the human interactions have a significant and positive relationship with perceived value. These results can give lodging managers a better understanding of the composition of consumer experiences and how these events influence perceived value.

► A model that identifies influencing dimensions of consumer experiences and investigates the composition of consumer experiences and the relative outcome on consumers’ perceived value in a hospitality setting was developed.
► The physical environment has a significant and positive relationship with perceived value.
► Human interactions have a significant and positive relationship with perceived value.
► Hotel Guest's stay is influenced by the physical environment, human interaction and social influences.