2,472 research outputs found

    #Moment: Creating Moments of Truth Through Experiential Interior Design

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    Interior Design is a multi-billion dollar industry that employs a variety of sensorial elements to shape perception and create positive Moments of Truth. Part science and part art, design practices must adapt as market demands shift. The influence of today’s digital market exposes gaps whereby sensorial elements of space are overlooked, resulting in skewed Moments of Truth. This paper examines the aesthetic experience as part of a proposed business design equation wherein each sense and design element influences the holistic spatial experience. A presentation of research will follow, wherein application of the equation demonstrates a framework for how to develop interior space holistically to communicate the desired Moment of Truth. This examination of aesthetic perception and experiential actuality advances the science behind design, and empowers industry players to understand how to design and communicate more effectively to better satisfy aesthetic demands while still meeting the needs of the human condition

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    Experiencing the sense of the brand: the mining, processing and application of brand data through sensory brand experiences

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    Purpose - This article aims to develop an integrative framework based on a convergence of embodiment, ecological and phenomenological theoretical perspectives, to explain the multiple processes involved in the consumers’ mining, processing and application of brand-related sensory data through a sensory brand experience. Design/methodology/approach – This research adopts a qualitative method by using face-to-face in-depth interviews (retail managers and customers) and focus group interviews (actual customers) with 34 respondents to investigate sensory brand experiences in the context of Chinese shopping malls. Findings - Results show that the brand data mined through multisensory cues (visual, auditory, olfactory, tactile and taste) in a brand setting are processed internally as sensory brand experiences (involving sensory impressions such as fun, interesting, extraordinary, comforting, caring, innovative, pleasant, appealing, convenient), which influence key variables in customer-brand relationships including customer satisfaction, brand attachment, and customer lovemarks. Originality/value – This study has implications for current theory on experiential marketing, branding, consumer-brand relationships, consumer psychology and customer experience management

    Exploring the impact of hotel interior design through service dominant logic (SDL) and consumer culture theory (CCT) lenses

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    This study examined the role of interior design in a hotel context. Although the role of interior design is clear in daily life and managerial activities, little consumer research has been conducted to identify the influential elements of interior design and capture their impacts, specifically within the hotel industry. Additionally, there is limited theoretical support for the integration of design and business disciplines, and the integration of consumer culture theory (CCT) and service dominant logic (SDL) theories. Addressing these gaps, this study sought to understand the underpinnings of hotel interior design, and explain its role from the distinct perspective of cosmopolitan consumers, through servicescape, CCT and SDL lenses. Drawing on the CCT and SDL theories in this research, the perspective of value creation in SDL is combined with the meaning creation in CCT, to explore what meanings hotel interior design can convey to hotel consumers, what it means to them, and how it influences them. An interpretivist research paradigm was employed using an inductive approach, and qualitative data was collected through thirty-seven semi- structured interviews.The findings of the research have indicated that consumers perceive hotels’ interior design holistically as a first impression. However, over time and with usage experience certain design elements increase in importance relative to others (e.g. colour, lighting). Therefore the findings highlighted that the perception is formed by both the functionality and the aesthetic appearance of the interior design, and identified the most influential interior design elements. The findings also revealed that hotel interior design is very critical in forming customers’ perceptions, creating value, symbolizing meanings, and shaping their overall experience. This study is of both theoretical and managerial importance. Theoretically, this study developed the “Hotelscape” framework as the core contribution and the final outcome of the study. This framework identifies the elements that form the overall interior design of a hotel servicescape, along with their impacts on customers and hoteliers in one comprehensive framework. It also unites separate concepts such as design and business, and integrates several theories including SDL and CCT. Managerially, this study will enhance the hotel managers’ awareness of the practical value of interior design. It will help hoteliers understand their consumers better, and enable them to manipulate their service environments to differentiate their offerings through interior design. As such, this study sends an overriding message to academics and managers that the coordination between design and business is necessary and beneficial, especially in a globalized and competitive industry such as hotels

    Smart Tourism Intermingling with Indian Spiritual Destinations: Role of e-WoM Sentiments in marketing

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    The purpose of this study is to see how smart tourism and sentiments help tourists seeking spiritual experiences that are deep-rooted in ancient Indian traditions as opposed to materialistic getaways. Exploratory research through sentiments of YouTube and Tweets followers are collected in sample. A qualitative-quantitative research method is used in this paper to analyse the sentiments on Indian popular spiritual destinations. Smart tourism allows larger, coordinated efforts for Innovation, quality of life and sustainable tourism through rich data infrastructure within the ambit of specific destinations. Within a context, personalisation and real-time monitoring can occur where sentiments are positive or highly positive for that matter. Fundamental to tourists’ experiences is an aesthetic obsession with authenticity. The diversity of smart technologies applicable to experiences in the smart spiritual tourism sphere is still to be defined on a more granular level where religion still holds the glue. This paper seeks to explore the smart tourism experience concept applied to spirituality (STES) in more depth to facilitate further contributions. A smart tourism experience can be co-created for better delivery and a conducive environment for such an experience to emerge. Each spiritual destination is unique and complex. Policy responses can address the impact mainly through knowledge (human) resources

    Imagine staying in a Shanghai hotel bedroom in 2050?

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    Will the future hotels of Shanghai emphasise a world of contemporary design, sustainability and technological innovations in order to deal with the growing pains of pollution, competition of urban land and decreasing availability of clean water, which will impact on the quality and price of accommodation in  the city? This paper imagines what a hotel might look like in 2050 based upon nine drivers of change, whether it is new sciences such as claytronics, or programmable matter that integrate sight, sound and feel into original ideas, allowing users to interact with three-dimensional form. The applications of claytronics would be the reconfiguration of everything, so just imagine the future hotel bed that could change its degree of comfort from a hard to a soft mattress without too much effort, the possibilities are endless. Other drivers include robotics as an alternative to a human labour supply or the behaviours of  Generation Y. The heart to the future is sustainable design and this paper discusses how the hotel will feature many of these changes in a future world in order to mitigate and adapt to a paradigm of scarcity of resources.Keywords: drivers of change, future hotels, innovations, sustainability, sustainable designResearch in Hospitality Management 2012, 1(2): 85–9

    Cultural influences on recruitment : a comparative study of four-star hotels in Sydney and Singapore

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    This thesis profiles how culture influences the employment of frontline staff in 4-star hotels in two multicultural but culturally divergent cities: Sydney and Singapore. Conceptual and theoretical frameworks used to interrogate the data are drawn from organisational and leadership disciplines, and refer to the work of Shalom Schwartz, Geert Hofstede and Project GLOBE (Global Leadership and Organisational Behaviour Effectiveness) instigated by Robert House et al. (2004). Concepts examined include the range of national value dimensions and Schwartz’s revised theory of basic human values to inform the investigation. This study analyses the cultural distance of not only the two cities but also that of various stakeholders involved in the recruitment process and the business of hotels, which constitute a major core of the hospitality and tourism industry. Recent studies indicate that hotels have a characteristic culture of their own and when overlaid with national, cultural and ethnic identity among staff recruitment approaches there is a proclivity to hire young, aesthetically pleasing frontline staff. However, research on cultural aspects and a deeper understanding of the impact of “hotel culture” was limited, leading to the primary research question in this thesis – “How does culture and values, embedded at country, organisational, occupational and individual levels influence practices for recruitment of entry-level frontline staff in 4- star hotels in Sydney and Singapore?”. This thesis concludes that from a methodological standpoint, the study demonstrated that culture and employment were instrumental in the metaphorical actor-audience interactive setting. Culture at various levels either directly or indirectly influenced recruitment of young, aesthetically pleasing frontline staff. Country-level cultural dimensions and personal motivational values also played an important role during the recruitment process. While there was considerable rhetoric extolling the benefits of mature staff, this was not very observable on the frontline. One recommendation is that older employees be offered a more flexible roster to lure a mature workforce that would benefit the business. While it is important to employ frontline staff who represent the hotel brand and fit into the organisation, national and organisational culture are intricately linked and are reflected in most aspects of the recruitment process

    Loud and Trendy: Crowdsourcing Impressions of Social Ambiance in Popular Indoor Urban Places

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    New research cutting across architecture, urban studies, and psychology is contextualizing the understanding of urban spaces according to the perceptions of their inhabitants. One fundamental construct that relates place and experience is ambiance, which is defined as "the mood or feeling associated with a particular place". We posit that the systematic study of ambiance dimensions in cities is a new domain for which multimedia research can make pivotal contributions. We present a study to examine how images collected from social media can be used for the crowdsourced characterization of indoor ambiance impressions in popular urban places. We design a crowdsourcing framework to understand suitability of social images as data source to convey place ambiance, to examine what type of images are most suitable to describe ambiance, and to assess how people perceive places socially from the perspective of ambiance along 13 dimensions. Our study is based on 50,000 Foursquare images collected from 300 popular places across six cities worldwide. The results show that reliable estimates of ambiance can be obtained for several of the dimensions. Furthermore, we found that most aggregate impressions of ambiance are similar across popular places in all studied cities. We conclude by presenting a multidisciplinary research agenda for future research in this domain
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