The design and management of ambience—Implications for hotel architecture and service

Ambience has become a pivotal concern for tourism and hospitality managers worldwide. In an effort to improve the ambience, different groups of professionals are involved, in particular hospitality managers and outside experts, e.g. designers and architects.Despite the wide management interest, there is an apparent lack of empirical research that addresses ambience and its role in hospitality settings. The authors attempt to add to current knowledge by gaining deeper insights into what design experts and hotel managers understand by ambience and how they perform to improve the ambience of their establishments.The reported study identified important differences in the two groups’ understanding of the importance of various ambience-enhancing factors (antecedents) and the benefits and risks associated with investing in ambience (consequences). These differences may influence priorities and cause conflicts. Managerial implications and recommendations to stimulate future research are offered.