Hotel Design and Its Impact on the Customer's Booking Decision

Abstract

Design plays an important role in the hospitality and retail industry. Hotels interior and exterior designs are an important part of hotel operations, and customers are paying attention to them more than ever. The industry is presenting its brand culture through the modern or unique design of its establishments. This chapter is exploring design and its effects on customer satisfaction and the choice of hotel. The chapter attempts to analyse customer psychology and the impact of external architectural style and internal decoration on customer satisfaction and decision-making, followed by investigating the impact of interior design on guest satisfaction. To achieve this, the chapter aimed to answer the following question: how do external and internal design of the hotel influence customer decision-making?

Citation

Wang, M., Tabari, S. and Chen, W. (2024), "Hotel Design and Its Impact on the Customer's Booking Decision", Tabari, S., Chen, W. and Kladou, S. (Ed.) Marketing and Design in the Service Sector, Emerald Publishing Limited, Leeds, pp. 51-62. https://doi.org/10.1108/978-1-83797-276-020241005