Lobbyscape: A framework about the effect of hotel lobbies’ atmospheric elements on customer satisfaction

Abstract

This article aims to present a new conceptual model about the “lobbyscape” (i.e. the “servicescape” of hotel lobbies or foyers). A review of the existing literature, along with the authors’ expertise, provided four dimensions and 25 atmospheric elements for the “ASAP (aesthetics, space, atmosphere and physiological conditions) Lobbyscape Model”. The atmospheric elements’ effect on customer satisfaction with their stay was carried out through a survey questionnaire to customers of four- and five-star hotels in Athens, providing 277 valid responses. The results of the survey demonstrated that for the vast majority of hotel guests, the effect of each of the 25 atmospheric elements is quite or absolutely important for the satisfaction they get from their stay. As a new framework for further understanding of the hotel lobbies’ effect on customer satisfaction, the lobbyscape concept could provide significant opportunities to increase sales, contribute to the overall quality of customer service, and be considered as a vital part of the overall hotel services’ perceived value.

Keywords

• hotels
• hospitality management
• lobby
• marketing
• servicescape