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

ALFAKHRI, Demah, HARNESS, David, NICHOLSON, John and HARNESS, Tina (2017). The role of aesthetics and design in hotelscape: A phenomenological investigation of cosmopolitan consumers. Journal of Business Research, 85 (April), 523-531.

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Official URL: https://www.sciencedirect.com/science/article/pii/...
Link to published version:: https://doi.org/10.1016/j.jbusres.2017.10.031
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    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.

    Item Type: Article
    Uncontrolled Keywords: MD Multidisciplinary; Marketing
    Identification Number: https://doi.org/10.1016/j.jbusres.2017.10.031
    Page Range: 523-531
    SWORD Depositor: Symplectic Elements
    Depositing User: Symplectic Elements
    Date Deposited: 12 Feb 2019 16:49
    Last Modified: 12 Feb 2019 16:49
    URI: http://shura.shu.ac.uk/id/eprint/24016

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