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Assessing the Value of Good Design in Hotels
Building Research & Information (2008)
  • Madeleine E. Pullman, Portland State University
  • Dina Marie V. Zemke, Cornell University
The relation between building design, user satisfaction, and property financial and marketing performance is explored in hotels to quantify the effect that good design has on performance and to inform business decision-making. The physical environment is a significant product for the hotel industry as it satisfies customer needs and generates valuable repeat business; employees also provide services that are utilitarian in nature but provide hedonic benefits to guests. The Design Quality Indicator (DQI) tool was adapted to measure design in 30 North American hotels constituting part of a well-known brand. Guest and employee assessments of design were obtained, and the relationships between design and hotel industry performance indicators such as a property's average daily rate (ADR), revenue per available room (RevPAR), and occupancy indices were analysed. The analysis quantifies the positive relationships between design quality, financial and market share performance, and satisfaction with the building. The links between design Impact perceptions and ADR and RevPAR are particularly notable. Based on this and continuing research, the aim is the development of a robust method for predicting the economic and market value of renovations, using a version of the DQI tailored to meet the needs of the lodging industry.
  • Hotels -- Design and construction -- Evaluation,
  • Consumers' preferences,
  • Consumer satisfaction,
  • Hospitality industry -- Research
Publication Date
October, 2008
Publisher Statement
© 2008 Taylor & Francis DOI: 10.1080/09613210802380993
Citation Information
Madeleine E. Pullman and Dina Marie V. Zemke. "Assessing the Value of Good Design in Hotels" Building Research & Information Vol. 36 Iss. 6 (2008)
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