文献类型：会议论文

英文题名：Customer Experience of Smart Hotel Based on Network Evaluation Information

作者：Tan, Ruiguang[1];Chen, Hetian[1];Jing, Xinyi[1];Jin, Ziyue[1];Deng, Shanshan[1]

机构：[1]East China Univ Sci & Technol, Sch Art Design & Media, 130 Meilong Rd, Shanghai, Peoples R China

会议论文集：12th Int Conf on Appl Human Factors and Ergon (AHFE) / Virtual Conf on Usabil and User Experience, Human Factors and Wearable Technologies, Human Factors in Virtual Environm and Game Design, and Human Factors and Assist Technol

会议日期：JUL 25-29, 2021

会议地点：ELECTR NETWORK

语种：英文

外文关键词：Smart hotel; Servicescape; User experience; Design research

摘要：The paper analyzes the development background of smart hotels in China and points out that the homogenization of technology and user experience is the main problem at present. The research is carried out through combining "user experience" with "Servicescape" and "smart technologies". Firstly, the international research status of the topic is summarized. Secondly, the model of Servicescape is revised according to the specific of smart hotel. Thirdly, two hotels with strong comparative characteristics are selected to conduct a user experience survey, data collected is analyzed by the IPA model. It is found that users' evaluation of smart hotels is obviously divided, while the evaluation of traditional culture-themed hotels tends to be consistent.while hotels with traditional cultural themes get higher users' willingness to buy again due to the rich cultural environment and event experience. The re-purchase intention of users for the latter is obviously much higher.