Operationalizing Smart Service Experience: Guest Engagement, Value, Memories, and Behavioral Intentions in Hotels

Abstract

This study investigates the impact of Smart Service Experience (SSE) on guest engagement, memories, smart service value, and behavioral intentions in the hotel industry. Drawing on the Stimulus-Organism-Response (SOR) theory, the study explores how smart technologies, such as AI-powered room customization and digital concierge services, influence guest perceptions and their subsequent behaviors. Data collected via Amazon mTurk from 244 hotel guests who recently experienced SSE was subjected to Partial Least Squares based Structural Equation Modeling (PLS-SEM). Results reveal that SSE positively influences engagement, which in turn affects memories and perceived value. These outcomes contribute to guests’ loyalty, revisitation intentions, and word-of-mouth recommendations. This paper is the first to operationalize the concept of SSE in the context of smart hotels, offering novel empirical insights into how SSE influences guest engagement, memories, perceived service value, and long-term behavioral intentions such as loyalty and revisitation. © 2026 The Authors