Aesthetic experience

, 13

Aesthetically pleasing

, 8–9

Aesthetics

, 8–9, 11–12, 59, 180–181

Agile management

, 70

Airbnb

, 36

Ambiance

, 36, 39, 168

Ambience

, 22, 39–40

Ambient conditions

, 39

Amusement parks

, 64, 104

Ansoff model

, 17

Anthropometric designs

, 15–16

Architecture

, 51–53

Artefacts

, 39

Artificial intelligence (AI)

, 14–15, 181

chatbots

, 70

riven algorithms

, 103

Asia-Pacific (APAC) region

, 160–161

Atmosphere

, 23–24, 26, 36–37

Atmospherics

, 36–37

Augmented reality (AR) (see also Virtual reality (VR))

, 4, 68–69, 105, 107, 181

Authentic

, 22–23, 26, 97

Authentic-seeking

, 23

Authenticity

, 22–24

Auto-ethnographic approach

, 3

Automation technologies in hospitality industry

, 71

impact of

, 72

use of

, 71–72

Background music

, 26, 36–37

Behaviour

, 176

Behavioural

, 138–140

Big Data analysis

, 84

Bitner’s servicescape model

, 39

Brand management

, 154

Branding

, 1

importance of industrial design in

, 13–14

Businesses

, 68

Café

, 21

bar culture

, 27

case studies

, 25–30

conceptual framework

, 25

data analysis

, 30

experiences

, 23

flaneurs

, 25–26, 30

Gainsborough

, 27–28

industry

, 27

Lincoln

, 28–30

Manchester’s Northern Quarter

, 26–27

methodology

, 24–25

Challenges

, 2, 8, 14–15, 87, 98, 157

Changing customs

, 52

Chatbots

, 66, 105, 181–182

Chi-square

, 57

goodness of fit test

, 56

City-based hotels

, 52–53

Classical music

, 36–37

Co-creation

, 66, 76–77

Coffee Republic

, 21–22

Coffee shops

, 22

Cognitive ergonomics

, 15–16

Cognitive responses

, 39, 42, 138, 156–157

Color

, 145–147

Color scheme

, 145–147

Commercial spaces

, 102

Communication

, 4–5, 15–16, 84–85, 149–150

Community spirit

, 27

Competition

, 67–68

Competitive market

, 8, 65, 69, 177

Consumer behaviour

, 13–14, 37, 112–113, 154, 184

Consumer experience

, 37–39, 106, 138, 154

Consumer research

, 1

Consumerism

, 23

Consumption

, 1, 22, 38, 55, 141

Content analysis

, 5, 142–143

Context

, 1–2

Correlation analysis

, 87

Costa

, 21–22

Counter culture

, 25, 28–29

COVID-19 pandemic

, 176, 181

Cradle-to-cradle design

, 12

Creating experience

, 138

Creativity

, 8–9

Crisis

, 2, 67–68

Crypto-assets

, 112

Cryptocurrencies

, 112

Cultural ergonomics

, 15–16

Culture

, 23, 30, 44, 67

Customer centricity

, 9–10

Customer choice

, 51–52

Customer engagement

, 103, 148

Customer expectations

, 14, 138–139, 181

Customer experiences (CXs)

, 1, 36, 64, 138–140, 154–155, 176

aesthetics

, 180–181

AR, VR and IoT

, 68–69

automation technologies in hospitality industry

, 71

benefits of technology in hospitality

, 65–67

co-creation

, 76–77

customer opinion of product worth, customer satisfaction and loyalty of customer

, 75–76

data analysis

, 162–163

definition, management and significance

, 156–157

delimitation of study

, 78

digital marketing and age of personalisation

, 179–180

dynamics of people strategy and

, 182–184

enhancing through industrial design

, 11–12

in field of sports

, 157–160

future research recommendations

, 79

game changer

, 74

importance in industrial design

, 8–9

innovation in hospitality industry leadership and services

, 70

innovation in processes

, 72

innovation in product and services

, 67

innovation in product design

, 68

innovation in service design

, 69–70

latest hospitality technology trends

, 71

latest technology and automation

, 70–71

limitations of study

, 77–78

literature review

, 67

managerial implication of study

, 79

measuring and evaluating customer experience in

, 13

methodology

, 160–163

paradigm shift in

, 177–178

participants and procedure

, 161–162

personalised services

, 77

practical applications

, 168–169

process innovation and service innovation

, 67–68

product design

, 74–75

research

, 1

research questions

, 64–65

results

, 163

security breach in hospitality industry

, 73

smart check-ins in hotels

, 72–73

in sports and recreational environments

, 5

in sports retail

, 140–141

technology

, 181–182

technology importance in hospitality industry

, 65

theoretical applications

, 163–168

theoretical framework

, 156–160

validity and reliability of property management system software

, 73–74

Customer journey

, 156–157, 176

Customer needs

, 1, 3–4, 15, 54, 149–150, 186

Customer opinion of product worth

, 75–76

Customer psychology

, 55

Customer satisfaction

, 14–15, 36, 55, 75–76

musical variables impact on

, 37–39

Customer-centred marketing, ergonomics in

, 15–17

Customer-centric service design, future of industrial design for

, 14–15

Customer-oriented services

, 1

Customer’s Booking Decision

, 104

Customers benefit

, 1

Customers' decision making

, 30

Customer's emotions

, 39

Customers' physical needs

, 15–16

Cutting-edge

, 64, 66, 70–71

Cybercriminals

, 114

Cybersecurity

, 66

Decision-making

, 3, 14, 103, 178

Décor guest rooms

, 109–110

Deep learning (DL)

, 14–15

Demographics

, 8–9

Design

, 8–9, 13–14, 177

Design aesthetics

, 11–12

Design and space

, 1

Design elements

, 8–9, 11–12

Design hotels

, 54

Design thinking (DT)

, 2–3, 9–10

Design–Atmosphere–Social–Test model (DAST model)

, 139–140, 157–158

Designers

, 8–9

Designscape

, 1

Destination marketing organisation (DMO)

, 104

Detox tourism

, 4, 120, 122–123

Digital

, 102, 121

Digital age

, 14–15, 102

Digital detox

, 120–121

Digital detox holiday (see Digital detox tourism)

Digital detox tourism

, 4, 120, 122–123

activities

, 124–127

case studies

, 127–133

methodology and results

, 128–133

motivation factors

, 123–124

Digital innovation

, 2

Digital marketing

, 176–177, 179–180

Digital modelling

, 102

Digital technologies

, 4, 14–15, 120

Digital-free tourism/holiday/travel (see Digital detox tourism)

Digitalisation

, 84, 120, 140

Disconfirmation paradigm

, 12

Disconnected tourism (see Digital detox tourism)

Drink

, 102

E-commerce strategies

, 89–96

E-marketing (see Online marketing)

Eco-design

, 12

Eco-friendly building

, 75

Economic

, 5, 13, 141

Effectiveness

, 12–13

Efficiency

, 12–13

Electronic commerce

, 71

Email newsletters

, 66

Emotional

, 1–3, 8, 39, 163

Emotional design

, 11–12, 14–15

Emotional engagement

, 2–3

Emotional reactions

, 3

Empathy

, 8–9

Engelab sports and recreational club in Iran

, 5

Enjoyable

, 42, 77, 140, 177

Enjoyment

, 39, 106, 158

Enqelab Sports Club

, 160–161

Environmental

, 12, 52–53, 157–158

Environmental awareness

, 68

Environmental ergonomics

, 15–16

Environmental psychology

, 52–53, 55

Environmentally-conscious

, 12

Ergonomics in customer-centred marketing

, 15–17

Ethical practices

, 5, 184

Ethnographic research

, 24

European Union (EU)

, 112

Existential authenticity

, 23

Experience design

, 1–2, 54–55, 66

Experience-centric services

, 1–2

Experiential marketing

, 1, 47

Exterior

, 1, 3–4, 46, 148–149

External design

, 60

External environment

, 2

Face-to-face communication

, 55

Fashionable

, 52–53

Fast music

, 37–38

Fast-paced

, 64, 66

Final template

, 30–31

Flaneur

, 23

Food

, 102

Gainsborough, Café

, 27–28

Game changer

, 74

General Data Protection Regulation (GDPR)

, 66, 112

Genius loci

, 23–24, 32

Genre

, 38

Geographical location

, 59

Guest accounts

, 65

Guest experiences

, 103

Guests

, 54, 65

‘Guests’ expectations

, 4

Head-mounted displays (HMDs)

, 110

Health

, 4, 106–107, 124, 161

Healthcare

, 1–2

Heritage building

, 27–28

Hipster-ish

, 26

Hospitality industry

, 3, 5, 64, 102, 176

automation technologies in

, 71

game changer

, 74

security breach in

, 73

technology importance in

, 65

Hospitality technology

, 71

Hotel architecture

, 53

Hotel design

, 51–52

architecture and physical surroundings

, 52–53

customer psychology

, 55

development and trend for

, 52

findings

, 56–58

international hotels

, 58–59

managerial implications

, 60

methodology

, 55–56

product and service design

, 53–54

public preferences and aesthetics

, 59

Hotel lobby

, 36

findings

, 41–44

findings of interviews

, 44

importance of music within service environment

, 39–40

methodology

, 41

musical variables impact on customer satisfaction

, 37–39

musicscape

, 37

physical environment

, 39

Hotel room design

, 3–4

Housekeeping

, 65

Housing

, 102

Human-machine interactions

, 84

Human–technology interactions

, 114

Hypothesis

, 84

In-depth interviews

, 4

Inauthentic

, 32

Industrial design

, 8

competitive advantage

, 14

design thinking and customer centricity

, 9–10

enhancing customer experience through

, 11–12

ergonomics in customer-centred marketing

, 15–17

future of industrial design for customer-centric service design

, 14–15

importance of customer experience in

, 8–9

importance of industrial design in marketing and branding

, 13–14

measuring and evaluating customer experience in industrial design

, 13

product–service system approaches in

, 10–11

service design in

, 11

for sustainable customer experience

, 12

for user experience

, 12–13

Industrial Design Society of America (IDSA)

, 8–9

Industrial designers

, 2–3, 8, 15–16

Initial template

, 30

Innovation

, 67, 84

in hospitality industry leadership and services

, 70

marketing tools

, 86

in processes

, 72

in product and services

, 67

in product design

, 68

service

, 67–68

in service design

, 69–70

Instagram

, 4, 84, 86–88, 96

Instantaneous service

, 177

Intangible

, 24, 105–106

Intentionally

, 4

Interaction

, 4–5, 40, 106, 140, 149–150, 178

Interdependency

, 2–3

Interior

, 1, 3–4, 46, 148–149

Internal and external environment

, 1

Internal decoration

, 51–52

Internal design

, 60

Internal environment

, 2

International hotels

, 58–59

Internet marketing. (see Online marketing)

Internet of Things (IoT)

, 14–15, 68–69, 181

Interviews

, 3–4, 41, 44, 88, 142, 161–162

Inventory management

, 65

Iran

, 4–5, 141–142, 160–161

Kanban

, 70

Landscape

, 3–4, 58–59, 98, 184

Latham hotel & resort

, 53

Lean

, 70

Lighting

, 39, 54, 65, 148, 183

Lincoln, Café

, 28–30

Lobbies

, 36

Loyalty

, 2–3, 8, 65, 159–160, 185

client

, 77

of customer

, 75–76

Machine learning (ML)

, 74

Macro-ergonomics

, 15–16

Management by objective (MBO)

, 70

Manchester’s Northern Quarter, Café

, 26–27

Marketing

, 10–11

importance of industrial design in

, 13–14

managers

, 154

strategies

, 4–5, 84, 88, 185

Marketing 1.0

, 85

Marketing 2.0

, 85

Marketing 3.0

, 85

Marketing 4.0

, 85

Marketing 5.0

, 85

MAXQDA 2020 software

, 129

Media analytics

, 70

Memorable

, 1–3, 5, 36–37, 65, 168, 186

Metaverse

definition and explanation of

, 107

inclusion and integration with VR

, 107–108

Micro-ergonomics

, 15–16

Mixed

, 31

Mixed methods approach

, 3

Mobile ordering

, 70

Multilingual

, 40

Music

, 36–37, 40

Music background

, 36–37

Musical variables impact on customer satisfaction

, 37–39

genre

, 38

tempo

, 37–38

volume

, 38

Musicscape

, 37

Non-fungible tokens (NFTs)

, 112

NVivo

, 142–143, 162–163

Offline spaces

, 1

One-way ANOVA

, 58

Online

, 1, 3–4, 41, 84

Online brand communities

, 70

Online interviews

, 3, 41

Online marketing

, 1, 4, 84

characteristics of interviewed companies

, 87

findings

, 88–98

key extracts

, 89–96

literature review and development of research questions

, 84–86

methodology

, 86–88

Online spaces

, 1

Open coding

, 88

Pandemic

, 2, 105, 184

People strategy

, 182–184

Personal experiences

, 24, 158, 182

Personalisation

, 66, 179–180

Personalised services

, 77

Physical environment

, 39

Physical location

, 184

Physical setting

, 1–2

Place attachment

, 22

Place identity

, 3

Pleasure

, 12–13, 39–40, 69

Poland

, 4

Portofino Bay Hotel

, 40

Positive experience

, 11–12, 15–16, 77, 168–169

Postmodern consumer culture

, 154

Postmodern philosophy

, 154

Process innovation

, 67–68

Product and service design

, 53–54

Product design

, 74–75

eco-friendly building

, 75

in-room entertainment

, 74–75

Product hedonic value

, 13

Product–service system (PSS)

, 2–3, 8

approaches in industrial design

, 10–11

Property management system software, validity and reliability of

, 73–74

Psychological

, 3–4, 15, 55, 131–132

Psychology

, 55

Public preferences and aesthetics

, 59

Purchasing intentions

, 13

Purposive sampling

, 41

Qualitative research

, 4–5, 41, 124, 128, 162–163

Quantitative research

, 41

Questionnaires

, 14, 41, 54

Recreational environments

, 5

Recreational sports complexes

, 159–160

Recycling materials

, 68

Restaurants

, 109–110

Retail

, 1, 36–37, 159–160

Returns on investment (ROI)

, 70

Robotics

, 70

Robotics in hospitality

, 104–105

Robots

, 2, 105

Room reservations

, 65

Satisfaction

, 12–13, 44, 47, 59–60, 176

Scoring questions

, 55–56

Scrum

, 70

Search Engine Marketing (SEM)

, 179

Search Engine Optimization (SEO)

, 66, 179

Security breach in hospitality industry

, 73

Self-expression

, 4, 132

Sensory

, 5, 138, 156–157

Service

, 11

Service design (see also Product design)

, 1–3, 8

in industrial design

, 11

process

, 64

Service digitalisation

, 2

Service environment

, 36

customer’s point of view

, 39–40

employees’ and service providers’ point of view

, 40

importance of music within

, 39–40

Service experience

, 2–3, 10–11, 55

Service innovation

, 67–68

Service performance

, 1, 140, 149

Service robots

, 105

Service-dominant logic

, 1

Services marketing

, 1

Servicescape

, 22, 36–37, 39

Servitisation

, 3

Shabby chic

, 26

Shape

, 11–12, 139, 154–155

Shoppers

, 36–37

Significance of personal

, 24

Signs

, 39

Slow tempo music

, 37–38

Small and medium-sized enterprises (SMEs)

, 84

Small companies

, 4

‘SmartStaySafety’ operation

, 105

Social bonding

, 4, 131

Social impact assessments

, 13–14

Social interactions

, 1–2

Social life cycle assessments

, 13–14

Social media

, 66, 85

Sociological impressionism

, 24

Sound

, 22, 39, 157–158

Sound marketing

, 36–37

South of the UK

, 3, 41

Space

, 1, 39, 41, 180

Spacescape

, 1

Spiritually

, 23

Sport retailers

, 168

Sports customers

, 159

Sports equipment retailers

, 138–139

Sports industry

, 155–156

Sports marketing

, 164–167

Sports organisations

, 155–156

Sports-recreational complexes, research context–Iran and establishment of

, 160–161

Sportswear retail stores

, 4–5

data analysis

, 142–143

methodology

, 141–143

participants and procedure

, 142

research context

, 141–142

results

, 143–144

theoretical framework

, 139–141

Sportswear stores

, 138–139

Staff responsiveness to guest

, 109–110

Stakeholders

, 154–155

Starbucks

, 21–22

Storytelling

, 11–12

Strategic model

, 154

Stress-free experience

, 2

Structured interviews

, 56

Subjective questions

, 55–56

Surrounding environment

, 23–24, 52–53, 59–60

Sustainability

, 2–3, 12, 68

Sustainable

, 1, 12, 103–104

Sustainable customer experience, industrial design for

, 12

Symbols

, 39

Tangibles

, 1

Technological

, 65, 67, 88, 107, 177

Technology

, 181–182

benefits

, 65–67

importance

, 65

Temperature

, 22, 36–37, 39, 44

Template Analysis (TeA)

, 30

Tempo

, 37–38, 47

Tensions

, 36–37

Texture

, 11–13

The internal and external environment

, 1

Thematic analysis

, 4, 162–163

Toronto Shangri-La Hotel lobby

, 39–40

Total quality management (TQM)

, 70

Tourist experience

, 120

‘Tourists’ demands

, 53

Tripadvisor

, 4, 120

21st century

, 28, 84

Unique environments

, 3

United Kingdom (UK)

, 3

Unplugged tourism (see Digital detox tourism)

User experience (UX)

, 12–13

industrial design for

, 12–13

User interface/user experience (UI/UX)

, 69

User-friendly

, 8, 12–13, 69

‘Users’ satisfaction

, 10–11

Utilitarian value

, 13

Virtual assistants

, 72

Virtual design (VD)

, 4, 102

augmented reality

, 105–107

décor guest rooms, restaurants, staff responsiveness to guest

, 109–110

definition

, 102–103

definition and explanation of metaverse

, 107

delimitation of study

, 112–114

future research recommendations

, 114

in hospitality

, 103–104

limitations of study

, 110–112

managerial implication of study

, 114–115

metaverse inclusion and integration with VR

, 107–108

robotics in hospitality

, 104–105

VR

, 104–105, 107

Virtual reality (VR)

, 4, 68–69, 104–105, 107, 181

metaverse inclusion and integration with

, 107–108

Visual experience

, 60

Volume

, 38

Web Content Accessibility rules (WCAG)

, 108

Website

, 66, 84, 104, 177, 184

Wellbeing

, 126

YOTEL Boston

, 105