IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v85y2018icp523-531.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296317304113
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2017.10.031?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Spangenberg, Eric R. & Grohmann, Bianca & Sprott, David E., 2005. "It's beginning to smell (and sound) a lot like Christmas: the interactive effects of ambient scent and music in a retail setting," Journal of Business Research, Elsevier, vol. 58(11), pages 1583-1589, November.
    2. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
    3. Anat Rafaeli & Iris Vilnai-Yavetz, 2004. "Emotion as a Connection of Physical Artifacts and Organizations," Organization Science, INFORMS, vol. 15(6), pages 671-686, December.
    4. Thompson, Craig J & Locander, William B & Pollio, Howard R, 1990. "The Lived Meaning of Free Choice: An Existential-Phenomenological Description of Everyday Consumer Experiences of Contemporary Married Women," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(3), pages 346-361, December.
    5. Bloch, Peter H & Brunel, Frederic F & Arnold, Todd J, 2003. "Individual Differences in the Centrality of Visual Product Aesthetics: Concept and Measurement," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 29(4), pages 551-565, March.
    6. Preyas Desai & Sunder Kekre & Suresh Radhakrishnan & Kannan Srinivasan, 2001. "Product Differentiation and Commonality in Design: Balancing Revenue and Cost Drivers," Management Science, INFORMS, vol. 47(1), pages 37-51, January.
    7. Weggeman, M.C.D.P. & Lammers, I. & Akkermans, H.A., 2007. "Aesthetics from a design perspective," Other publications TiSEM 36a50e5f-93c7-4f82-bc6d-9, Tilburg University, School of Economics and Management.
    8. Yuanyuan Yin & Shengfeng Qin & Ray Holland, 2011. "Development of a design performance measurement matrix for improving collaborative design during a design process," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 60(2), pages 152-184, January.
    9. Joy, Annamma & Wang, Jeff Jianfeng & Chan, Tsang-Sing & Sherry, John F. & Cui, Geng, 2014. "M(Art)Worlds: Consumer Perceptions of How Luxury Brand Stores Become Art Institutions," Journal of Retailing, Elsevier, vol. 90(3), pages 347-364.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. Kuokkanen, Henri & Kirillova, Ksenia, 2024. "Ethically transformative experiences in hotels," Annals of Tourism Research, Elsevier, vol. 105(C).
    9. Xue Yang & Miao Tian, 2024. "To see and then to believe: how image affect tenant decision-making and satisfaction on short-term rental platform," Electronic Commerce Research, Springer, vol. 24(4), pages 2877-2901, December.
    10. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Helmefalk, Miralem & Hultén, Bertil, 2017. "Multi-sensory congruent cues in designing retail store atmosphere: Effects on shoppers’ emotions and purchase behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 1-11.
    2. Jacob, Isaac & Khanna, Monica & Rai, Krupa A., 2020. "Attribution analysis of luxury brands: An investigation into consumer-brand congruence through conspicuous consumption," Journal of Business Research, Elsevier, vol. 116(C), pages 597-607.
    3. Errajaa, Karim & Legohérel, Patrick & Daucé, Bruno, 2018. "Immersion and emotional reactions to the ambiance of a multiservice space: The role of perceived congruence between odor and brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 100-108.
    4. Peter H. Bloch & Omid Kamran-Disfani, 2018. "A framework for studying the impact of outdoor atmospherics in retailing," AMS Review, Springer;Academy of Marketing Science, vol. 8(3), pages 195-213, December.
    5. José Verissimo & Rui Alves Pereira, 2013. "The Effect Of Ambient Scent On Moviegoers’ Behavior," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(2), pages 67-80.
    6. Murray, John & Elms, Jonathan & Teller, Christoph, 2017. "Examining the role of store design on consumers’ cross-sectional perceptions of retail brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 147-156.
    7. Meda Roxana Burghelea & Ioan Plaias & Jaafar El-Murad, 2015. "The Effects of Music as an Atmospheric Variable on Consumer Behaviour in the Context of Retailing and Service Environments," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(1), pages 377-392, July.
    8. Eliane Schreuder & Jan van Erp & Alexander Toet & Victor L. Kallen, 2016. "Emotional Responses to Multisensory Environmental Stimuli," SAGE Open, , vol. 6(1), pages 21582440166, February.
    9. Dennis, Charles & Joško Brakus, J. & Gupta, Suraksha & Alamanos, Eleftherios, 2014. "The effect of digital signage on shoppers' behavior: The role of the evoked experience," Journal of Business Research, Elsevier, vol. 67(11), pages 2250-2257.
    10. Foroudi, Mohammad Mahdi & Balmer, John M.T. & Chen, Weifeng & Foroudi, Pantea & Patsala, Paschalia, 2020. "Explicating place identity attitudes, place architecture attitudes, and identification triad theory," Journal of Business Research, Elsevier, vol. 109(C), pages 321-336.
    11. Lange, Fredrik & Rosengren, Sara & Blom, Angelica, 2016. "Store-window creativity's impact on shopper behavior," Journal of Business Research, Elsevier, vol. 69(3), pages 1014-1021.
    12. Kevin Bradford & Debra Desrochers, 2009. "The Use of Scents to Influence Consumers: The Sense of Using Scents to Make Cents," Journal of Business Ethics, Springer, vol. 90(2), pages 141-153, November.
    13. Abhishek Mishra & Satyabhushan Dash & Naresh K. Malhotra, 2015. "An integrated framework for design perception and brand equity," AMS Review, Springer;Academy of Marketing Science, vol. 5(1), pages 28-44, June.
    14. Eroglu, Sevgin & Michel, Géraldine, 2018. "The dark side of place attachment: Why do customers avoid their treasured stores?," Journal of Business Research, Elsevier, vol. 85(C), pages 258-270.
    15. Michel, Anne & Baumann, Chris & Gayer, Leonie, 2017. "Thank you for the music – or not? The effects of in-store music in service settings," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 21-32.
    16. Nierobisch, Tim & Toporowski, Waldemar & Dannewald, Till & Jahn, Steffen, 2017. "Flagship stores for FMCG national brands: Do they improve brand cognitions and create favorable consumer reactions?," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 117-137.
    17. Bonnin, Gaël & Goudey, Alain, 2012. "The kinetic quality of store design: An Exploration of its influence on shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 637-643.
    18. Vilches-Montero, Sonia & Nik Hashim, Nik Mohd Hazrul & Pandit, Ameet & Bravo-Olavarria, Renzo, 2018. "Using the senses to evaluate aesthetic products at the point of sale: The moderating role of consumers’ goals," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 82-90.
    19. Lunardo, Renaud & Roux, Dominique & Chaney, Damien, 2016. "The evoking power of servicescapes: Consumers' inferences of manipulative intent following service environment-driven evocations," Journal of Business Research, Elsevier, vol. 69(12), pages 6097-6105.
    20. Puligadda, Sanjay & VanBergen, Noah, 2023. "The influence of sound logo instruments on brand personality perceptions: An investigation of brand ruggedness and sophistication," Journal of Business Research, Elsevier, vol. 156(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:85:y:2018:i:c:p:523-531. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.