The effects of atmospheric elements on customer impression: the case of hotel lobbies
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 December 2006
Abstract
Purpose
The purpose of this study is to examine the atmospheric elements of color, lighting, layout, style, and furnishings that make up the physical environment of a hotel lobby. Previous research indicates that these atmospheric elements impact overall guest perceptions and impressions.
Design/methodology/approach
Data were collected using a scenario approach along with photographs of the hotel lobby. Structural equation modeling was used to analysis the data to determine which of the atmospheric elements were more influential in the overall impression of the hotel lobby.
Findings
Three of the atmospheric elements (color, lighting, and style) were found to be significantly related to the overall impression of a hotel lobby. Color was the most significant of these three atmospheric elements.
Research limitations/implications
The focus of this research was the hotel lobby. While this physical environment is fairly important in helping to establish first impressions, there are other physical spaces within a hotel that have a large influence on guest perceptions and impressions. Hotel practitioners need to understand the importance of the atmospheric elements and their influence on overall guest perceptions and impressions.
Originality/value
This research examines atmospherics from a hospitality and lodging perspective. The topic has received limited research interest in the past but it is becoming recognized as an important consideration in future hotel design and construction. This research helps in establishing a foundation on which future research can be built.
Keywords
Citation
Countryman, C.C. and Jang, S. (2006), "The effects of atmospheric elements on customer impression: the case of hotel lobbies", International Journal of Contemporary Hospitality Management, Vol. 18 No. 7, pp. 534-545. https://doi.org/10.1108/09596110610702968
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited