Abstract

Architecture evolved from a need for shelter to an experience for everyone to enjoy. Hotel chains, owners, employees and other industry experts realize that the static image they present does not appeal to a younger generation. Since the markets are changing to a younger generation, hotels are racing to meet demands.

The purpose of this research was to analyze the impact that design and style have on the overall patron experience, likelihood to recommend, likelihood to return to the particular hotel, and the influence the stay had on the hotel brand. Conclusions have been formulated using several regression analyses, and a Pearson correlation. Results indicate that overall experience, intent to recommend and intent to return are influenced by television quality. An additional factor affecting the intent to recommend is the quality of carpet, drapes and bedspreads. Regression analyses show a significant relationship between the intent to return and the quietness of the room as well as the affect of lobby appearance on the hotel brand.

Based on this analysis, several recommendations were offered. The Holiday Inn Express needs to explore new methods to increase television scores. Adding DVD/ VCR players, pay-per-view movies, and expanding television programming could increase scores. To address carpet, drapes and bedspreads scores, new colors, patterns and fabrics should be considered to update the hotel. New insulation, thicker padding, and nailing down loose floor-boards, would decrease the noise within the hotel. Finally, the lobby appearance would be improved by rearranging the furniture, focusing on a new central point, and adding new colors and artwork.

Library of Congress Subject Headings

Architecture and tourism; Hotels--Design and construction; Architecture--Psychological aspects; Hotels--Marketing; Generation X--Attitudes; Hospitality industry--Research

Publication Date

5-2006

Document Type

Thesis

Student Type

Graduate

Degree Name

Service Management (MS)

Advisor

James Jacobs Jr.

Advisor/Committee Member

James Myers

Comments

Physical copy available from RIT's Wallace Library at NA2543.T68 D45 2005

Campus

RIT – Main Campus

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