How Sensory Experiences are Shaping China’s Hotel Industry

Chinese luxury hotel experiences are increasingly defined by sensory and emotional stimulation, driven by younger consumers seeking more than traditional displays of wealth.

Luxury consumption in China is undergoing a significant transformation, particularly among the younger generation. Unlike traditional luxury consumption, which often focused on the display of wealth, modern Chinese consumers are increasingly interested in experiences that engage their senses and emotions. This shift is particularly noticeable in the hospitality sector, where luxury hotels are now catering to these evolving preferences. Research by Professors Kam Hung and Cathy Hsu from The Hong Kong Polytechnic University explores how sensory experiences are redefining luxury hotel stays in China.

Changing Preferences in the Hospitality Sector

China is one of the world’s largest luxury markets, with a growing appetite for high-end goods and services among its younger population. This demographic shift is influencing the hospitality industry, as luxury hotels aim to offer more than just high-end facilities. According to the researchers, these establishments are increasingly focused on fulfilling the social, cultural, and emotional needs of their guests through sensory stimulation. However, there is still limited understanding of how these sensory experiences shape consumer perceptions and interactions with luxury hotels.

Beyond Conspicuous Consumption

Traditionally, luxury hotel experiences have been studied through the lens of conspicuous consumption, where high-end goods or services are purchased to display wealth and social status. However, the concept of luxury consumption is evolving to include dimensions such as self-actualization, transformation, sustainability, escapism, hedonic value, and authenticity. Researchers emphasize the importance of examining the multi-sensory modalities of hotel offerings to provide a comprehensive understanding of luxury hospitality experiences.

Cultural Perspectives on Luxury

The study also highlights the need to explore luxury from a cultural perspective. Chinese consumers tend to be younger than their Western counterparts and may have different motivations and expectations. As China’s socioeconomic landscape evolves, researchers caution against relying on outdated assumptions about Chinese society when studying luxury consumption. Understanding these cultural nuances is crucial for hoteliers seeking to craft meaningful and memorable experiences for their guests.

Methodology and Findings

To explore these sensory experiences, the researchers employed the Zaltman metaphor elicitation technique (ZMET), which uses visual and sensory images to uncover insights that are not easily expressed in words. Sixteen participants who had recently stayed in upscale hotels were interviewed, revealing three categories of experiences: supportive, personal/social, and affective. Supportive experiences included sensory interactions with exclusive services, artistic décor, and dining experiences. These, in turn, led to personal/social experiences, such as social connections and “me time,” and affective experiences, including feelings of relaxation, happiness, and prestige.

Implications for the Luxury Hotel Industry

The study offers valuable insights for the luxury hotel sector in China and beyond, emphasizing the importance of viewing consumers as emotional beings and creating pleasant experiences through exclusive services, facilities, and artistic décor. The findings suggest that luxury hotels should prioritize these elements, as they are the most significant triggers of guest satisfaction. By focusing on sensory and emotional experiences, luxury hotels can better meet the evolving preferences of modern Chinese consumers.

The research by Professors Kam Hung and Cathy Hsu offers a fresh perspective on luxury consumption in China’s hospitality sector. By focusing on sensory experiences, the study provides a deeper understanding of how modern consumers engage with luxury hotels. These insights have important implications for hoteliers seeking to create memorable and meaningful experiences for their guests, ultimately redefining the concept of luxury in the Chinese market.

Discover more at Hong Kong PolyU.