Customer experience and revisit intention: implications of redesigning hospitality services through technological innovations and servicescape reorganisation

Due to the ongoing COVID-19 pandemic, hospitality organisations are expected to serve their guests in a manner that shows that they are concerned with their public health. This study examines the effect of cleanliness, technological innovations and work reorganisation on customer experience and revisit intention. Data were collected from 434 domestic tourists visiting the coastal cities in Namibia during COVID-19. Data were analysed using PLS-SEM. Results showed that redesigning hotel services through cleanliness, technological innovations and work reorganisation is critical in predicting positive customer experiences and revisit intentions. Insights generated in this study are crucial in helping managers to build loyalty among guests during COVID-19 through enhanced customer experiences. This study contributes to literature on customer experience design during the COVID-19 pandemic.