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June 19, 2026Journal of Hospitality and Tourism Technology

Rethinking smartness in smart hotels: how perceived smartness shapes memorable experiences and loyalty

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Authors

HDHuyen Tran Ngoc DieuHKHeeyeon KimNCNamho Chung

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Overview

This randomized trial explores how perceived smartness impacts guest satisfaction and engagement, indicating its role in enhancing loyalty.

Key Points

  • The study aims to redefine perceived smartness in smart hotels and examine its impact on guest experiences and loyalty.
  • Grounded in the Stimulus-Organism-Response (S-O-R) framework, using a multi-method design.
  • Conducted a qualitative phase with 34 participants to inform survey development; collected 304 valid responses in the quantitative phase.
  • Data analyzed using structural equation modeling, fuzzy-set qualitative comparative analysis, and artificial neural networks.
  • Emotional pathways like memorable experience and satisfaction are stronger predictors of revisit intention than functional pathways.
  • fsQCA identifies multiple equifinal configurations leading to loyalty.
  • ANN confirms superior predictive accuracy of models integrating emotional variables.

Cite This Study

Dieu et al. (2026) studied this question.

synapsesocial.com/papers/6a34df4a65a5b0777af2e782https://doi.org/10.1108/jhtt-09-2025-0776
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Beyond ease of use: How smart hotel technology amenities create memorable experiences and revisit intention2026
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  4. 4Unveiling the human–robot encounter: guests’ perspectives on smart hotel experience2024 · 11 citations
  5. 5Tourist Motivations to Adopt Sustainable Smart Hospitality: An Innovation Resistance Theory Perspective2024 · 6 citations