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The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers

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  • Alfakhri, Demah
  • Harness, D.
  • Nicholson, John
  • Harness, Tina

Abstract

Should aesthetics and design be viewed as strategic marketing tools? We argue in this paper there are currently limited frameworks and empirical evidence to help - should this be the ambition of marketers? We propose a hotelscape as a holistic evolution of the servicescape concept, which is developed to reflect the role that aesthetics and design can play in influencing consumer behavior within moments of consumption. The study is based on 37 interviews with cosmopolitan type customers. An interpretive phenomenological approach is deployed to explore the lived experiences of art and design in a hotelscape. We conclude that aesthetics and design can support marketing aspirations in hedonistic consumer groups. Further, that it influences customer experience and directly impacts spend, word of mouth, repatronage and loyalty.

Suggested Citation

  • Alfakhri, Demah & Harness, D. & Nicholson, John & Harness, Tina, 2018. "The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers," Journal of Business Research, Elsevier, vol. 85(C), pages 523-531.
    • Handle: RePEc:eee:jbrese:v:85:y:2018:i:c:p:523-531
    DOI: 10.1016/j.jbusres.2017.10.031
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    Cited by:

    1. Kirillova, Ksenia, 2023. "A review of aesthetics research in tourism:," Annals of Tourism Research, Elsevier, vol. 100(C).
    2. Jörg Henseler & Manuela Guerreiro & Nelson de Matos, 2021. "The interplay of marketing and design," Review of Managerial Science, Springer, vol. 15(5), pages 1129-1137, July.
    3. Aly H. Abdel-Gayed & Thowayeb H. Hassan & Ahmed Hassan Abdou & Mostafa A. Abdelmoaty & Mahmoud I. Saleh & Amany E. Salem, 2023. "Travelers’ Subjective Well-Being as an Environmental Practice: Do Airport Buildings’ Eco-Design, Brand Engagement, and Brand Experience Matter?," IJERPH, MDPI, vol. 20(2), pages 1-15, January.
    4. Figueiredo, Bernardo & Larsen, Hanne Pico & Bean, Jonathan, 2021. "The Cosmopolitan Servicescape," Journal of Retailing, Elsevier, vol. 97(2), pages 267-287.
    5. Wang, Xia & Ding, Ying, 2022. "The impact of monetary rewards on product sales in referral programs: The role of product image aesthetics," Journal of Business Research, Elsevier, vol. 145(C), pages 828-842.
    6. Kim, Dongyoup & Hyun, Hyowon & Park, Jungkun, 2020. "The effect of interior color on customers’ aesthetic perception, emotion, and behavior in the luxury service," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    7. Khalil-ur-Rehman & Mohammad Adnan & Naveed Ahmad & Miklas Scholz & Muhammad Khalique & Rana Tahir Naveed & Heesup Han, 2021. "Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels," IJERPH, MDPI, vol. 18(17), pages 1-17, August.
    8. Castagna, Ana Carina & Pinto, Diego Costa & Mattila, Anna & de Barcellos, Marcia Dutra, 2021. "Beauty-is-good, ugly-is-risky: Food aesthetics bias and construal level," Journal of Business Research, Elsevier, vol. 135(C), pages 633-643.

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