The impact of the perception of smart hotel attributes and perceptions of service innovation on tourist happiness and brand loyalty

Abstract

This study takes smart hotel attributes as its entry point, uses cognitive-affective system theory as its analytical framework, and introduces variables such as tourist happiness, perceived service innovation, and willingness to co-create to explore the changes in tourist perceptions of smart hotels affected by the pandemic recent pandemic. Taking tourists who stayed in smart hotels within the past year as the survey object, 579 questionnaires were distributed, and 487 valid questionnaires were collected. Interestingly, it was found that post pandemic tourists may focus more on fashion, hedonism and non-contact environments, while the original more functional attributes are no longer as important. In addition to this, the path results show that only the effect of perceived service innovation on loyalty does not hold, while the rest have a significant positive effect. The results of this study provide valuable information for the subsequent development of smart hotels and related stakeholders.