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Servicescape attributes and consumer well-being

Xiaojing Sheng (Department of Marketing, The University of Texas Rio Grande Valley, Edinburg, Texas, USA)
Judy A. Siguaw (Department of Marketing and Supply Chain Management, East Carolina University, Greenville, North Carolina, USA)
Penny M. Simpson (Department of Marketing, The University of Texas Rio Grande Valley, Edinburg, Texas, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 10 October 2016




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.


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.


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.


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.



The authors wish to thank The University of Texas Rio Grande Valley, the Business and Tourism Research Center and the Rio Grande Valley Tourism Cooperative officials for assistance in this research.


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.



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Copyright © 2016, Emerald Group Publishing Limited

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