Guest and the Great Outdoors-Hotels in Bangkok

Jiayu Li


With the improvement of people’s living standard, more and more people choose hotels not only for safety, clean, good
service and reasonable price. More and more people start to pay attention to the hotel’s service-scape and the indoor and outdoor
environment, which can make guests enjoy more. As a tourist city, Bangkok attracts numerous tourists to visit every year, and the
hotel industry is particularly important in this process. This paper discusses whether outdoor hotels can improve the satisfaction
and retention rate of guests when they stay at the outdoor hotel. In this paper, the researchers selected two large outdoor hotels in
Bangkok for field investigation and interview. Qualitative research is used non-probability purposive sampling technique with
in-depth interview method along with open-ended questions to collect the data. The constant comparison analysis method is used
to analyse the purposive sampling data collected by interviewing with the 13 guests and 2 mangers collected from The Grand
Four Wings Hotel Bangkok and The Peninsula Bangkok from 10 March to 16 March, 2020. The results show that more and more
tourists not only consider the basic factors such as geographical location, price, service, but also consider the indoor and outdoor
environment of the hotel. Whether there are outdoor facilities, what kinds of outdoor facilities they have, or whether outdoor
facilities can meet their own needs. Hotel managers also pay more and more attention to the experience brought by the outdoor
facilities of the hotel. In addition to strengthening the service and other infrastructure of the hotel, improve the construction of the
outdoor facilities of the hotel. In short, good outdoor facilities will improve guest satisfaction and retention.


Service-scape; Outdoor hotels; Outdoor facilities; Improvement of satisfaction.

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DOI: https://doi.org/10.18282/l-e.v10i2.2341


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