Servicescape attributes and consumer well-being

Abstract

Purpose

The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of importance-performance analysis (IPA) within a services context.

Design/methodology/approach

This study surveyed frequent visitors to a travel destination to determine their perceived importance of and satisfaction with servicescape attributes. The responses were analyzed using a series of importance-performance analyses to determine the impact of each servicescape attribute on consumer well-being.

Findings

Key servicescape attributes contributing to the well-being of frequent visitors to a destination were identified. For example, weather; friendly residents; restaurants; and interaction with locals were identified as attributes with a “high impact” on well-being, although weather and friendly residents were satisfiers and restaurants and interaction with locals were identified as dissatisfiers. In total, 23 servicescape attributes were plotted on a matrix depicting each attribute’s range and type of impact.

Practical Implications

This study provides practitioners with an idea of which servicescape attributes are important in improving well-being and illustrates how IPA may be used to identify attributes of any transformative service. Additionally, the analysis helps managers prioritize servicescape attributes for a more ideal allocation of scarce resources. These findings should be applicable to various contexts.

Originality/value

This paper is the only known study to examine effects of servicescape attributes on consumer well-being and one of few to use the modified IPA in a services context.

Citation

Sheng, X., Siguaw, J.A. and Simpson, P.M. (2016), "Servicescape attributes and consumer well-being", Journal of Services Marketing, Vol. 30 No. 7, pp. 676-685. https://doi.org/10.1108/JSM-03-2016-0116