How Inspiring! The Impact of Repurposed Design on Customer Inspiration and Repurchase Intention

Abstract

The uprise of responsible consumption is provoking hospitality and tourism businesses to adopt responsible practices such as repurposed servicescape design. Against this practical background, the current research examines the effects of repurposed design (vs. no repurposed design) on customer inspiration and repurchase intention. Study 1 shows that, when applied to the functional (not aesthetic) aspect of the servicescape, repurposed design (vs. no repurposed design) will render significantly higher levels of customer inspiration and repurchase intention toward the business. Study 2 results indicate that the functional servicescape bounded effect of repurposed design (vs. no repurposed design) applies only when the design source was supplier (not employee). Moderated mediation analysis further demonstrates that such conditional effects of repurposed design (vs. no repurposed design) are driven by the psychological mechanism via substantive CSR engagement attribution. Findings from this pioneering research provide important theoretical and practical contributions for CSR, sustainability, and responsible consumption.

Keywords

repurposed design servicescape substantive CSR engagement attribution inspiration repurchase intention

Get full access to this article

View all access options for this article.

References

Andreu

Casado-Díaz

A. B.

Mattila

A. S.

(2015). Effects of message appeal and service type in CSR communication strategies. Journal of Business Research, 68(7), 1488–1495. http://dx.doi.org/10.1016/j.jbusres.2015.01.039

Assets America. (2020). Ultimate guide to hotel renovation (costs, companies, tips). https://assetsamerica.com/hotel-renovation-costs-companies/

Baker

Parasuraman

Grewal

Voss

G. B.

(2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141. http://dx.doi.org/10.1509/jmkg.66.2.120.18470

Barnett

M. L.

(2007). Stakeholder influence capacity and the variability of financial returns to corporate social responsibility. Academy of Management Review, 32(3), 794–816. https://doi.org/10.5465/amr.2007.25275520

Barros

M. V.

Salvador

do Prado

G. F.

de Francisco

A. C.

Piekarski

C. M.

(2021). Circular economy as a driver to sustainable businesses. Cleaner Environmental Systems, 2, 100006. https://doi.org/10.1016/j.cesys.2020.100006

Bitner

M. J.

(1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.2307/1252042

Boccia

Malgeri Manzo

Covino

(2019). Consumer behavior and corporate social responsibility: An evaluation by a choice experiment. Corporate Social Responsibility and Environmental Management, 26(1), 97–105. https://doi.org/10.1002/csr.1661

Bolton

L. E.

Mattila

A. S.

(2015). How does corporate social responsibility affect consumer response to service failure in buyer–seller relationships? Journal of Retailing, 91(1), 140–153. https://doi.org/10.1016/j.jretai.2014.10.001

Böttger

Rudolph

Evanschitzky

Pfrang

(2017). Customer inspiration: Conceptualization, scale development, and validation. Journal of Marketing, 81(6), 116–131. http://dx.doi.org/10.1509/jm.15.0007

10.

Bridgens

Powell

Farmer

Walsh

Reed

Royapoor

Gosling

Hall

Heidrich

(2018). Creative upcycling: Reconnecting people, materials and place through making. Journal of Cleaner Production, 189, 145–154. https://doi.org/10.1016/j.jclepro.2018.03.317

11.

Brosius

Fernandez

K. V.

Cherrier

(2013). Reacquiring consumer waste: Treasure in our trash? Journal of Public Policy & Marketing, 32(2), 286–301. https://doi.org/10.1509/jppm.11.146

12.

Burroughs

J. E.

Glen Mick

(2004). Exploring antecedents and consequences of consumer creativity in a problem-solving context. Journal of Consumer Research, 31(2), 402–411. https://doi.org/10.1086/422118

13.

Carrillat

F. A.

Ladik

D. M.

Legoux

(2011). When the decision ball keeps rolling: An investigation of the Sisyphus effect among maximizing consumers. Marketing Letters, 22(3), 283–296. https://doi.org/10.1007/s11002-010-9125-y

14.

Chhabra

(2019, February 20). How one small business found its way into restaurants across the U.S. Forbes. https://www.forbes.com/sites/eshachhabra/2019/02/20/how-one-small-business-found-its-way-into-restaurants-across-the-us/?sh=6de23b383c4b

15.

D’Acunto

Tuan

Dalli

Viglia

Okumus

(2020). Do consumers care about CSR in their online reviews? An empirical analysis. International Journal of Hospitality Management, 85, Article 102342. https://doi.org/10.1016/j.ijhm.2019.102342

16.

Dai

Wang

Kirillova

(2022). Travel inspiration in tourist decision making. Tourism Management, 90, Article 104484. https://doi.org/10.1016/j.tourman.2021.104484

17.

Davis

T. R. V.

(1984). The influence of the physical environment in offices. Academy of Management Review, 9(2), 271–283. https://doi.org/10.5465/amr.1984.4277654

18.

Davis

(2019, April 24). Furniture: Furniture recycling by hotels around the world. Green Hospitality. https://www.greenhospitality.io/post/furniture-furniture-recycling-by-hotels-around-the-world

19.

DeMicco

Seferis

Bao

Scholz

M. E.

(2014). The eco-restaurant of the future: A case study. Journal of Foodservice Business Research, 17(4), 363–368. https://doi.org/10.1080/15378020.2014.945893

20.

Donaldson

Preston

(1995). The stakeholder theory of the corporation: Concepts, evidence, and implications. Academy of Management Review, 20(1), 65–91. https://doi.org/10.5465/amr.1995.9503271992

21.

Dong

Siu

N. Y. M.

(2013). Servicescape elements, customer predispositions and service experience: The case of theme park visitors. Tourism Management, 36, 541–551. https://doi.org/10.1016/j.tourman.2012.09.004

22.

Donia

M. B.

Sirsly

C. A. T.

(2016). Determinants and consequences of employee attributions of corporate social responsibility as substantive or symbolic. European Management Journal, 34(3), 232–242. http://dx.doi.org/10.1016/j.emj.2016.02.004

23.

Donia

M. B.

Tetrault Sirsly

C. A.

Ronen

(2017). Employee attributions of corporate social responsibility as substantive or symbolic: Validation of a measure. Applied Psychology, 66(1), 103–142. https://doi.org/10.1111/apps.12081

24.

Elliot

E. A.

Cherian

Casakin

(2013). Cultural metaphors: Enhancing consumer pleasure in ethnic servicescapes. Journal of Business Research, 66(8), 1004–1012. https://doi.org/10.1016/j.jbusres.2011.12.024

25.

Evers

Gruner

R. L.

Sneddon

Lee

J. A.

(2018). Exploring materialism and frugality in determining product end-use consumption behaviors. Psychology & Marketing, 35(12), 948–956. https://doi.org/10.1002/mar.21147

26.

Ezeh

Harris

L. C.

(2007). Servicescape research: A review and a research agenda. The Marketing Review, 7(1), 59–78. https://doi.org/10.1362/146934707X180677

27.

Freeman

Aquino

McFerran

(2009). Overcoming beneficiary race as an impediment to charitable donations: Social dominance orientation, the experience of moral elevation, and donation behavior. Personality and Social Psychology Bulletin, 35(1), 72–84. https://doi.org/10.1177/0146167208325415

28.

Freeman

R. E.

Reed

D. L.

(1983). Stockholders and stakeholders: A new perspective on corporate governance. California Management Review, 25(3), 88–106. https://doi.org/10.2307/41165018

29.

Gallan

A. S.

Kabadayi

Ali

Helkkula

Zhang

(2021). Transformative hospitality services: A conceptualization and development of organizational dimensions. Journal of Business Research, 134, 171–183. https://doi.org/10.1016/j.jbusres.2021.05.028

30.

Gao

Y. L.

Mattila

A. S.

(2014). Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive. International Journal of Hospitality Management, 42, 20–31. https://doi.org/10.1016/j.ijhm.2014.06.003

31.

Gao

Y. L.

Mattila

A. S.

Andreu

(2022). Current knowledge and research directions of responsible tourism and hospitality: A review and research agenda. Journal of Hospitality & Tourism Research, 10963480221143729. https://doi.org/10.1177/10963480221143729

32.

Gao

Y. L.

Mattila

A. S.

Lee

(2016). A meta-analysis of behavioral intentions for environment-friendly initiatives in hospitality research. International Journal of Hospitality Management, 54, 107–115. https://doi.org/10.1016/j.ijhm.2016.01.010

33.

Godfrey

P. C.

(2005). The relationship between corporate philanthropy and shareholder wealth: A risk management perspective. Academy of Management Review, 30(4), 777–798. https://doi.org/10.5465/amr.2005.18378878

34.

Govindan

Shankar

Kannan

(2018). Supplier selection based on corporate social responsibility practices. International Journal of Production Economics, 200, 353–379. https://doi.org/10.1016/j.ijpe.2016.09.003

35.

Gupta

Dash

Mishra

(2019). All that glitters is not green: Creating trustworthy ecofriendly services at green hotels. Tourism Management, 70, 155–169. https://doi.org/10.1016/j.tourman.2018.08.015

36.

Harrison

J. S.

(2003). Strategic analysis for the hospitality industry. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 139–152. https://doi.org/10.1177/0010880403442013

37.

Hayes

A. F.

(2017). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford publications. https://www.guilford.com/books/Introduction-to-Mediation-Moderation-and-Conditional-Process-Analysis/Andrew-Hayes/9781462549030

38.

Liu

(2021). Tourist inspiration: How the wellness tourism experience inspires tourist engagement. Journal of Hospitality & Tourism Research, 10963480211026376. https://doi.org/10.1177/10963480211026376

39.

X. R.

(2022). Mediating service experiences with online photos: The role of consumers’ perceptions of the mediated servicescape. Journal of Service Management. Advance online publication. https://doi.org/10.1108/JOSM-11-2021-0429

40.

Hogg

R. V.

Tanis

E. A.

Zimmerman

(2015). Probability and statistical inference (9th ed.). Pearson. https://www.pearson.com/store/p/probability-and-statistical-inference-global-edition/P200000004474/9781292062358

41.

Jang

Y. J.

(2021). The role of customer familiarity in evaluating green servicescape: An investigation in the coffee shop context. International Journal of Contemporary Hospitality Management, 33(2), 693–716. https://doi.org/10.1108/IJCHM-04-2020-0356

42.

Kang

K. H.

Stein

Heo

C. Y.

Lee

(2012). Consumers’ willingness to pay for green initiatives of the hotel industry. International Journal of Hospitality Management, 31(2), 564–572. https://doi.org/10.1016/j.ijhm.2011.08.001

43.

Karmarkar

U. R.

Tormala

Z. L.

(2010). Believe me, I have no idea what I’m talking about: The effects of source certainty on consumer involvement and persuasion. Journal of Consumer Research, 36(6), 1033–1049. https://doi.org/10.1086/648381

44.

Khoi

N. H.

Phong

N. D.

A. N.-H.

(2020). Customer inspiration in a tourism context: An investigation of driving and moderating factors. Current Issues in Tourism, 23(21), 2699–2715. https://doi.org/10.1080/13683500.2019.1666092

45.

Kim

Paulos

(2011, May 7–12). Practices in the creative reuse of e-waste [Conference paper]. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, Vancouver, Canada (pp. 2395–2404). Association for Computing Machinery. https://doi.org/10.1145/1978942.1979292

46.

Lee

J. Y.

Halter

Johnson

K. K.

(2013). Investigating fashion disposition with young consumers. Young Consumers, 14(1), 67–78. https://doi.org/10.1108/17473611311305494

47.

Lee

Roux

Cherrier

Cova

(2011). Anti-consumption and consumer resistance: Concepts, concerns, conflicts and convergence. European Journal of Marketing, 45(11–12), 1680–1687. https://doi.org/10.1108/ejm.2011.00745kaa.001

48.

Lee

Heo

C. Y.

(2009). Corporate social responsibility and customer satisfaction among U.S. publicly traded hotels and restaurants. International Journal of Hospitality Management, 28(4), 635–637. https://doi.org/10.1016/j.ijhm.2009.02.007

49.

Lee

Yeon

Song

H. J.

(2022). Current status and future perspective of the link of corporate social responsibility–corporate financial performance in the tourism and hospitality industry. Tourism Economics. Advance online publication. https://doi.org/10.1177/13548166221140505

50.

Lin

I. Y.

(2016). Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience. Journal of Services Marketing, 30(7), 692–712. https://doi.org/10.1108/JSM-08-2015-0258

51.

Liu

Sparks

Coghlan

(2017). Fun, inspiration and discovery: From momentary experiences to overall evaluations. International Journal of Contemporary Hospitality Management, 29(7), 1937–1955.https://doi.org/10.1108/IJCHM-12-2015-0735

52.

London

M. M.

(2016, April 25). 1 Hotel Central Park in New York: A landmark of eco-design. ELLE Decor. Retrieved November 25, 2022, from https://www.elledecor.com/it/best-of/g21762847/eco-design-1-hotel-central-park-in-new-york-eng/

53.

Que

Qing

Yang

(2023). Dual-squeeze effect: How job demands fuel overwork and its consequences in the context of hospitality. Current Issues in Tourism, 26(14), 2265–2283. https://doi.org/10.1080/13683500.2022.2084718

54.

Manasseh

Müller-Sarmiento

Reuter

von Faber-Castell

Pallua

(2012). Customer inspiration–a key lever for growth in European retail. Marketing Review St. Gallen, 29(5), 16–21. https://doi.org/10.1365/s11621-012-0159-9

55.

Mayer

R. C.

Davis

J. H.

Schoorman

F. D.

(1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.5465/amr.1995.9508080335

56.

Mishra

Gupta

(2019). Green hotel servicescape: Attributes and unique experiences. Current Issues in Tourism, 22(20), 2566–2578. https://doi.org/10.1080/13683500.2018.1502259

57.

Operto. (2022, June 27). Hotel renovation costs per room: See it broken down for economy, upscale, and luxury hotels. https://operto.com/hotel-renovation-costs-per-room/

58.

Oyenuga

A. A.

Bhamidimarri

(2017). Upcycling ideas for sustainable construction and demolition waste management: Challenges, opportunities and boundaries. International Journal of Innovative Research in Science, Engineering and Technology, 6(3), 4066–4079. http://doi.org/:10.15680/IJIRSET.2017.0603187

59.

Palan

Schitter

(2018). Prolific.ac—A subject pool for online experiments. Journal of Behavioral and Experimental Finance, 17, 22–27. https://doi.org/10.1016/j.jbef.2017.12.004

60.

Pentina

Amos

(2011). The Freegan phenomenon: Anti-consumption or consumer resistance? European Journal of Marketing, 45(11–12), 1768–1778. https://doi.org/10.1108/03090561111167405

61.

QSR Magazine. (2017). How DIY design can curb costs for restaurants. Retrieved from https://www.qsrmagazine.com/finance/how-diy-design-can-curb-costs-restaurants

62.

Rudd

Hildebrand

Vohs

K. D.

(2018). Inspired to create: Awe enhances openness to learning and the desire for experiential creation. Journal of Marketing Research, 55(5), 766–781. https://doi.org/10.1177/0022243718802853

63.

Saha

Mukherjee

(2022). The role of e-service quality and mediating effects of customer inspiration and satisfaction in building customer loyalty. Journal of Strategic Marketing, 1–17. https://doi.org/10.1080/0965254X.2022.2076722

64.

Scott

K. A.

Weaver

S. T.

(2018). The intersection of sustainable consumption and anticonsumption: Repurposing to extend product life spans. Journal of Public Policy & Marketing, 37(2), 291–305. https://doi.org/10.1177/0743915618811851

65.

Shi

Huang

Sarigöllü

(2022). A qualitative study on internal motivations and consequences of consumer upcycling. Journal of Cleaner Production, 377, Article 134185. https://doi.org/10.1016/j.jclepro.2022.134185

66.

K. K. F.

Kim

(2021). What makes Airbnb experiences enjoyable? The effects of environmental stimuli on perceived enjoyment and repurchase intention. Journal of Travel Research, 60(5), 1018–1038. https://doi.org/10.1177/0047287520921241

67.

Solomon

M. R.

Surprenant

Czepiel

J. A.

Gutman

E. G.

(1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99–111. https://doi.org/10.1177/002224298504900110

68.

Stadlthanner

K. A.

Andreu

Font

Ribeiro

M. A.

Currás-Pérez

(2022). How environmental gain messages affect cause involvement, attitude and behavioural intentions: The moderating effects of CSR scepticism and biospheric values. Corporate Communications: An International Journal, 27(4), 781–799. https://doi.org/10.1108/CCIJ-11-2021-0125

69.

Stanton

Carpenter

R. W.

Nance

Sturgeon

Villalongo Andino

(2022). A multisample demonstration of using the prolific platform for repeated assessment and psychometric substance use research. Experimental and Clinical Psychopharmacology, 30(4), 432–443. https://doi.org/10.1037/pha0000545

70.

Starbucks. (2021, November 28). Starbucks first Greener Store in Japan aims to cut waste. https://stories.starbucks.com/asia/stories/2021/starbucks-first-greener-store-in-japan-aims-to-cut-waste/

71.

Sung

Cooper

Kettley

(2019). Factors influencing upcycling for UK makers. Sustainability, 11(3), 870. https://doi.org/10.3390/su11030870

72.

Tarabashkina

Devine

Quester

P. G.

(2022). Encouraging product reuse and upcycling via creativity priming, imagination and inspiration. European Journal of Marketing, 56(7), 1956–1984. https://doi.org/10.1108/EJM-06-2020-0442

73.

Teng

Y. M.

K. S.

Huang

D. M.

(2014). The influence of green restaurant decision formation using the VAB model: The effect of environmental concerns upon intent to visit. Sustainability, 6(12), 8736–8755. https://doi.org/10.3390/su6128736

74.

Thrash

T. M.

Elliot

A. J.

(2003). Inspiration as a psychological construct. Journal of Personality and Social Psychology, 84(4), 871–889. https://doi.org/10.1037/0022-3514.84.4.871

75.

Thrash

T. M.

Elliot

A. J.

(2004). Inspiration: Core characteristics, component processes, antecedents, and function. Journal of Personality and Social Psychology, 87(6), 957. https://doi.org/10.1037/0022-3514.87.6.957

76.

United Nations. (2023). The 17 goals. https://sdgs.un.org/goals

77.

United Nations Environment Programme. (2009). Design for sustainability: A step-by-step approach. https://wedocs.unep.org/bitstream/handle/20.500.11822/8742/DesignforSustainability.pdf

78.

United Nations World Tourism Organization. (2015). Tourism in the 2030 agenda. https://www.unwto.org/tourism-in-2030-agenda

79.

Vorobeva

El Fassi

Costa Pinto

Hildebrand

Herter

M. M.

Mattila

A. S.

(2022). Thinking skills don’t protect service workers from replacement by Artificial Intelligence. Journal of Service Research, 25(4), 601–613. https://doi.org/10.1177/10946705221104312

80.

Wilson

(2016). When creative consumers go green: Understanding consumer upcycling. Journal of Product & Brand Management, 25(4), 394–399. https://doi.org/10.1108/JPBM-09-2015-0972

81.

Winterich

K. P.

Mittal

Aquino

(2013). When does recognition increase charitable behavior? Toward a moral identity-based model. Journal of Marketing, 77(3), 121–134. https://doi.org/10.1509/jm.11.0477

82.

Winterich

K. P.

Nenkov

G. Y.

Gonzales

G. E.

(2019). Knowing what it makes: How product transformation salience increases recycling. Journal of Marketing, 83(4), 21–37. https://doi.org/10.1177/0022242919842167

83.

Xiao

Yoonjoung Heo

Lee

(2017). How do consumers’ perceptions differ across dimensions of corporate social responsibility and hotel types? Journal of Travel & Tourism Marketing, 34(5), 694–707.https://doi.org/10.1080/10548408.2016.1232671

84.

Xie

Liu

(2022). The mechanism of value cocreation in robotic services: Customer inspiration from robotic service novelty. Journal of Hospitality Marketing & Management, 31(8), 962–983. https://doi.org/10.1080/19368623.2022.2112354

85.

Zeithaml

V. A.

Bitner

M. J.

Gremler

D. D.

(2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education. https://www.mheducation.com/highered/product/services-marketing-integrating-customer-focus-across-firm-zeithaml-bitner/M9780078112102.html

86.

Zhang

Kuo

P. J.

McCall

(2019). Microcelebrity: The impact of information source, hotel type, and misleading photos on consumers’ responses. Cornell Hospitality Quarterly, 60(4), 285–297. https://doi.org/10.1177/1938965519851461

87.

Zhou

Wang

Zhao

(2020). Corporate social responsibility and innovation: A comparative study. Industrial Management & Data Systems, 120(5), 863–882. https://doi.org/10.1108/IMDS-09-2019-0493

88.

Zink

Maker

Geyer

Amirtharajah

Akella

(2014). Comparative life cycle assessment of smartphone reuse: Repurposing vs. refurbishment. International Journal of Life Cycle Assessment, 19, 1099–1109. https://doi.org/10.1007/s11367-014-0720-7

Supplementary Material

Please find the following supplemental material available below.

For Open Access articles published under a Creative Commons License, all supplemental material carries the same license as the article it is associated with.

For non-Open Access articles published, all supplemental material carries a non-exclusive license, and permission requests for re-use of supplemental material or any part of supplemental material shall be sent directly to the copyright owner as specified in the copyright notice associated with the article.

0.00 MB

1.76 MB