Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels
基于SOR理论，研究智能服务体验如何通过顾客参与、记忆和感知价值影响酒店顾客的忠诚度、重访意向和口碑推荐，对酒店管理者优化智能服务有参考价值。
This study investigates the impact of Smart Service Experience (SSE) on guest engagement, memories, smart service value, and behavioral intentions in the hotel industry. Drawing on the Stimulus-Organism-Response (SOR) theory, the study explores how smart technologies, such as AI-powered room customization and digital concierge services, influence guest perceptions and their subsequent behaviors. Data collected via Amazon mTurk from 244 hotel guests who recently experienced SSE was subjected to Partial Least Squares based Structural Equation Modeling (PLS-SEM). Results reveal that SSE positively influences engagement, which in turn affects memories and perceived value. These outcomes contribute to guests’ loyalty, revisitation intentions, and word-of-mouth recommendations. This paper is the first to operationalize the concept of SSE in the context of smart hotels, offering novel empirical insights into how SSE influences guest engagement, memories, perceived service value, and long-term behavioral intentions such as loyalty and revisitation. • First to operationalize SSE in smart hotels and its impact on guest behavior. • Examines how SSE influences engagement, memories, and smart service value. • Explores the role of memories in driving loyalty and revisitation intentions. • Uses PLS-SEM to analyze data from 244 hotel guests who experienced SSE. • Provides novel insights into the long-term effects of SSE on behavioral intentions.