The role of public space in constructing experience capital: A longitudinal analysis in the hotel context |
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| Institution: | 1. Department of Tourism and Hospitality Management, School of Sport, Tourism and Hospitality Management, Temple University, 1810 N. 13th Street, Speakman Hall 332, Philadelphia, PA, 19122, USA;2. School of Hotel Administration, S. C. Johnson College of Business, Cornell University, 448 Statler Hall, Ithaca, NY, 14853, USA;3. College of Business and Management, VinUniversity, Vinhomes Ocean Park, Gia Lam District, Hanoi, Viet Nam;1. CETT Barcelona School of Tourism, Hospitality and Gastronomy, Universitat de Barcelona, Av. de Can Marcet, 36-38, 08035 Barcelona, Spain;2. Howard Feiertag Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;1. Politecnico di Torino, Department of Management and Production Engineering, And FULL (The Future Urban Legacy Lab), Corso Duca Degli Abruzzi, 24, I-10129, Turin, Italy;2. Modul University Vienna, School of Tourism and Service Management, Am Kahlenberg 1, A-1190, Vienna, Austria;1. School of Tourism and Urban-rural Planning, Zhejiang Gongshang University, Hangzhou, 310018, China;2. School of Management and Marketing, Curtin Business School, Curtin University, WA, 6102, Australia;3. School of Management, Xiamen University, Xiamen, 361005, China;4. Shanghai Development Institute, Shanghai University of Finance and Economics, Shanghai, 200433, China;1. Research Centre for the Competitiveness of the Visitor Economy, School of Hospitality and Tourism Management, University of Surrey, Guildford, GU2 7XH, United Kingdom;2. Hotel and Tourism Research Centre, School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong SAR, China |
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| Abstract: | Public space plays a primary role in shaping customers' hospitality experiences. Yet how public space conditions customers' experiential outcomes in accumulating capital for hospitality organizations remains underexplored. Inspired by the theory of psychological ownership, this research presents an in-depth analysis of the impacts of customers' public space experiences on their experiential outcomes using a longitudinal hotel industry dataset merging information from customer surveys, property performance, and surrounding accessibility insights. Findings revealed the positive effects of customers’ public space experiences on their overall service experiences, the perceived value of the experience, revisit intentions, and recommendation intentions. Moreover, hotel class, other customers, and surrounding accessibility were empirically verified as moderators conditioning the positive impact of public space. These findings offer valuable implications for theory and practice that are worthy of further exploration. |
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| Keywords: | Public space Servicescape Psychological ownership Experience capital Hotel design |
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