Demah Alfakhri
The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers
Alfakhri, Demah; Harness, D.; Nicholson, John; Harness, Tina
Authors
D. Harness
John Nicholson
Tina Harness
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 behaviour 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.
Citation
Alfakhri, D., Harness, D., Nicholson, J., & Harness, T. (2018). The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers. Journal of business research, 85, 523-531. https://doi.org/10.1016/j.jbusres.2017.10.031
Journal Article Type | Article |
---|---|
Acceptance Date | Nov 8, 2017 |
Online Publication Date | Nov 2, 2017 |
Publication Date | Apr 1, 2018 |
Deposit Date | Jan 2, 2018 |
Publicly Available Date | Jan 3, 2018 |
Journal | Journal of Business Research |
Print ISSN | 0148-2963 |
Publisher | Elsevier |
Peer Reviewed | Peer Reviewed |
Volume | 85 |
Pages | 523-531 |
DOI | https://doi.org/10.1016/j.jbusres.2017.10.031 |
Keywords | Aesthetics; Phenomenology; Servicescape; Hotels; Cosmopolitan consumers |
Public URL | https://hull-repository.worktribe.com/output/485586 |
Publisher URL | http://www.sciencedirect.com/science/article/pii/S0148296317304113?via%3Dihub |
Contract Date | Jan 3, 2018 |
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Publisher Licence URL
https://creativecommons.org/licenses/by-nc-nd/4.0/
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