PDF(Pubmed)
Abstract：
This narrative review discusses the literature on contemporary sensory marketing as it applies to hotel design. The role of each of the guest\'s senses in the different stages of the customer journey are highlighted, and the functional benefits (to the guest\'s multisensory experience), and likely commercial gains, of engaging more effectively with the guest\'s non-visual senses, both individually, and in combination, are reviewed. While the visual elements of hotel design are undoubtedly important, the hotelier neglects the non-visual senses at their peril, given the negative effect of poor design on the customers\' overall multisensory experience (and ratings). A number of the crossmodal effects and multisensory interactions that have been suggested to modulate the guest\'s experience of hotels (and resorts) are discussed. Mention is also made of the nature effect/biophilic design and how it is increasingly being incorporated in total design to help deliver on guest/customer well-being; the latter is a theme that has grown rapidly in relevance for those working in the hospitality sector. Taken together, there are numerous opportunities for hotel managers to \'sensehack\' their guests\' multisensory experiences through environmental psychology The originality of this review stems from the analysis of the hierarchy of the guest\'s senses and an explanation of how multisensory interactions affect sensory marketing in the design of hotel experiences for guests.
摘要：
这篇叙事评论讨论了当代感官营销的文献，因为它适用于酒店设计。每个客人的感官在客户旅程的不同阶段的作用被强调，和功能上的好处（对客人的多感官体验），以及可能的商业利益，更有效地与客人的非视觉感官互动，两者都是单独的，结合起来，被审查。虽然酒店设计的视觉元素无疑是重要的，酒店经营者忽视了非视觉感官的危险，考虑到不良设计对客户整体多感官体验(和评级)的负面影响。讨论了许多建议用来调节客人对酒店（和度假村）的体验的交叉模式效应和多感官相互作用。还提到了自然效应/亲生物设计，以及它如何越来越多地纳入总体设计中，以帮助实现客人/客户的福祉;后者是一个主题，对于在酒店业工作的人来说，这一主题迅速发展。一起来看,酒店经理有很多机会通过环境心理学“感知”他们的客人“多感官体验”。这篇评论的独创性源于对客人感官层次的分析，以及多感官互动如何影响酒店体验设计中的感官营销的解释。
