The impacts of e-atmospherics on emotions and on the booking intentions of hotel rooms

Abstract

This research is designed to investigate the effects of e-atmospheric cues of hotel websites on emotions and on the behavioral responses of customers. Frequent hotel customers (each conducted at least five online bookings yearly) participated in an online survey. The survey measured the impact of two atmospheric cues (graphics design and information design) on emotions (pleasure, arousal, and dominance), the relationship between emotions and booking intentions, and the impact of atmospheric cues on booking intentions. The results showed significant effects of information design on emotions and on booking intentions. The results also revealed the significant relationships between emotions and booking intentions. The present findings of the specific impact of information design on emotions and on booking intentions contribute to extending the knowledge in pleasing hotel customers and forming their booking intentions. Future research could consider other e-atmospherics such as the use of music and color.