Title: The impact of experience scape stimulus on memorable guest experience in the hospitality sector: empirical evidence from India

Authors: Deepika Reddy; Veer P. Gangwar; Bijay Prasad Kushwaha

Addresses: Mittal School of Business, Lovely Professional University, Jalandhar, India ' Mittal School of Business, Lovely Professional University, Jalandhar, India ' VIT Business School, Vellore Institute of Technology, Vellore, India

Abstract: The current investigation aims to examine the influence of experiential stimuli on creating a memorable guest experience within the hospitality industry. It is widely acknowledged that guest expectations and experiences are critical in determining their satisfaction and likelihood of returning. Even a single negative experience can significantly reduce the chances of a future visit. To explore this phenomenon, the present study utilised purposive sampling techniques to select 402 guests from five-star hotels. The research model was tested and validated using partial least square structural equation modelling. The findings indicate that physical, social, cultural, individual, and situational factors contribute to creating a memorable guest experience in the hospitality industry. However, the impact of natural and technological stimuli on guest experience, while positive, was found to be statistically insignificant. The implications of these results are further discussed in the manuscript.

Keywords: memorable guest experience; experience scape stimulus; experiential stimuli; guest expectation; hospitality industry.

DOI: 10.1504/IJSOM.2026.155441

International Journal of Services and Operations Management, 2026 Vol.54 No.3, pp.378 - 400

Received: 29 Feb 2024
Accepted: 14 Jun 2024
Published online: 03 Aug 2026 *

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