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.
Keywords
Acknowledgements
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.
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
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited