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The Importance of Servicescapes in Leisure Service Settings

Kirk L. Wakefield (Assistant Professor of Marketing at the University of Mississippi, Mississippi, USA.)
Jeffrey G. Blodgett (Assistant Professor at the School of Business Administration, University of Mississippi, Mississippi, USA.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 September 1994

Abstract

Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how consumers perceive the quality of the “servicescape” and what effect the servicescape has on customer satisfaction and repatronage. Investigates these effects, as well as the interactions of perceived crowding, excitement and enduring involvement associated with the leisure service. Results indicate that servicescape quality does play an important role in determining customer affective and behavioural response to the service.

Keywords

Citation

Wakefield, K.L. and Blodgett, J.G. (1994), "The Importance of Servicescapes in Leisure Service Settings", Journal of Services Marketing, Vol. 8 No. 3, pp. 66-76. https://doi.org/10.1108/08876049410065624

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited