디지털 기반 언택트 서비스 도입으로 인한 호텔 브랜드 가치 연구: 특급 호텔 객실 서비스를 중심으로

초록

Based on the expectation confirmation model, this study analyzed the relationships among AI service characteristics, choice confirmation, vicarious satisfaction, self satisfaction, and hotel brand value. In order to test the research model, this study conducted a survey with hotel guests of five-star hotels that implemented AI service in the Republic of Korea. A total of 384 valid surveys were analyzed through structural equation modeling. The results showed that two functional characteristics of the AI service (i.e., convenience and enjoyment) positively affected the choice confirmation of the hotel guests. Results also indicated that a social characteristic of the AI service (i.e., new normal receptivity) positively affected the choice confirmation of the hotel guests. Findings also showed that the psychological characteristics of AI service (i.e., digital efficacy) positively affected the choice confirmation of the hotel guest and, in turn, choice confirmation positively affected both vicarious satisfaction and self satisfaction. Finally, both vicarious satisfaction and self-satisfaction positively affected hotel brand value. Theoretical implications of the study and marketing strategies to management for the AI service of luxury hotel rooms were suggested at the end of the study based on the findings of the study.

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