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The purpose of this paper is to present a systematic literature review on stimulus, organism and response variables related to actual and perceived cleanliness and develop a conceptual framework to encourage future research on cleanliness.

The PRISMA statement methodology for systematic literature review was applied. After analysing 926 articles, 46 articles were included and reviewed.

Stimulus, organism and response variables related to cleanliness were identified and integrated in a conceptual framework. A distinction was made between articles evaluating the relationship between stimulus and organism variables; stimulus and response variables; and organism and response variables. First, actual cleanliness, staff behaviour, condition of the environment, scent and the appearance of the physical environment were identified as stimuli variables influencing perceived cleanliness and service quality. Second, the presence of litter, behaviour and presence of others, scent, disorder, availability of trash cans and informational strategies were identified as stimuli affecting littering and other kinds of unethical behaviour. Third, the effect of perceived cleanliness (and other organism variables) on satisfaction, approach behaviours, physical activity and pro-social behaviour was registered.

The findings of this review allow in-house and corporate facility managers to better understand and identify most effective interventions positively influencing actual and perceived cleanliness.

No systematic literature review on antecedents and consequences of a clean environment has previously been conducted.

This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not.

A qualitative study, with end-users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied.

Actual cleanliness, cleaning staff behaviour and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers.

More (visible) cleaning, maintenance, toilets, scent, architecture and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness.

A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g. NEN 2075, ISSA).

The purpose of this paper is to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers. Day-time cleaning is becoming increasingly popular in (public) service environments. It is however unknown how the presence of cleaning staff in the service environment affects perceptions and satisfaction of end-users.

Two experimental field studies were performed. Data for the first study were collected on the trajectory between the train station of Assen and the station of Groningen (N = 506) in the northern part of the Netherlands. Data for the second study were collected on the trajectory between train station “Amsterdam Amstel” and train station “Utrecht Centraal” (N = 1,113) in the central part of the Netherlands. In the experimental condition, two cleaners collected waste and performed minor cleaning activities (i.e. empty trash bins, cleaning doors and tables) during the journey. After the first study, cleaners received hospitality training and corporate uniforms.

The presence of cleaning staff positively influenced train passengers’ perceptions and satisfaction. Effects were stronger in the second study, after the second consecutive intervention (i.e. hospitality training, corporate uniforms). In both studies, the presence of cleaners positively influenced passengers’ perceptions of staff, cleanliness and comfort. The perception of atmosphere was only significant after the intervention.

The findings of this study allow in-house and corporate facility managers to better understand the possible effects of the presence of their cleaning staff on end-user perceptions and satisfaction.

The study’s value lies in its human centred approach by demonstrating the importance of day-time cleaning. This area of research has been largely neglected in the field of facilities and (public) services management research.

The purpose of this paper is to elaborate on the concept of engagement platforms and the theories of co-creation of value to analyze the purchase as a context for customers to co-create their own experiences. Specifically, the paper proposes that including online cues related to Customer to customer (C2C) interactions and coproduction in the engagement platform determines customer co-creation experiences. Moreover, the paper tests for the relationship between the co-creation experience and customer's purchase intentions.

An online platform was designed and a purchase situation was simulated, in which the participants were asked to buy a pair of sneakers. To make the experience more realistic, participants could navigate and undertake activities related to the available cues, thus obtaining a direct experience of the possibilities of the platform. Structural equation modeling analyses were used to test the hypothesized relationships.

The results confirm the importance of including cues related to C2C interactions and coproduction in order to increase co-creation experience possibilities for the customer during the online purchase. Moreover, if customers perceive that they are co-creating the experience, their purchase intentions increase.

This paper addresses the importance of virtual engagement platforms as touch points for interaction and the importance of their characteristics for facilitating co-creation. These platforms provide customers with cues that promote their participation, the establishment of collaborative relationships and the co-creation of the purchase experience.

There is a growing interest in understanding how customers interact with firms to co-create experiences and in the influence of IT-related service in this process. Nevertheless, to date, the online purchase experience as a co-creation context has not been fully investigated.

Stations have two main functions. The primary function of a station is to connect different modes quickly and easily with each other, this is when passengers are moving from one place to another. The secondary function is to make sure that passengers can spend their (waiting) time at a station in a pleasant way when they are staying at the station. Interchanges have to be designed to make moving as efficient as possible and staying as pleasant as possible. This means that users want a station where they can move safe, fast and easily and spend their time in a comfortable and pleasant way. The station experience can be enhanced with optimal (intuitive) wayfinding and environmental stimuli (e.g. music, light, colours, infotainment and advertisements) that can turn a transport interchange into an efficient node and a positive unique place. In this chapter, we explain how the quality of stations can be improved.

The purpose of this paper is to investigate the benefits of Ad-Video and Product-Video congruity for embedded online video advertising. A conceptual model is constructed to test how congruity between online advertisements, advertised products and online videos impact consumer post-viewing attitudes via processing fluency.

An online experiment with eight versions of mock video sections (with embedded online video advertisements) was conducted. The study is a 2 (type of appeal: informational vs emotional) × 2 (Ad-Video congruity: congruent vs incongruent) × 2 (Product-Video congruity: congruent vs incongruent) full-factorial between-subject design. A total of 252 valid responses were collected for data analysis.

Results show that congruity is related to the improvement of processing fluency only for informational ads/videos. The positive effect of Ad-Video congruity on processing fluency is only significant for informational appeals but not emotional appeal. Similarly, the positive effects of Product-Video congruity on processing fluency are only significant for informational appeals but not emotional appeal. Involvement has been found to be positively related to processing fluency too. Processing fluency has a positive impact on the attitudes toward the ads, advertised products and videos.

The finding that congruity is related to the improvement of processing fluency only for informational ads/videos extends the existing literature by identifying the type of appeal as a boundary condition.

Both brand managers and online video platform owners should monitor and operationalize the content and appeal congruity, especially for informational ads on a large scale to improve consumers’ responses.

To the best of the authors’ knowledge, this is the first paper to examine the effects of Ad-Video and Product-Video congruity of embedded advertisements on video sharing platforms. The findings of this study add to the literature on congruity and processing fluency.

This paper aims to investigate how product positioning affects the influence of product gender on consumers’ product evaluations.

Using experimental designs, this research investigates how hedonic versus functional consumption goals affect consumers’ choice between feminine and masculine products (Study 1) and how positioning products as either hedonic or functional influences consumers’ evaluations of feminine and masculine products (Studies 2 and 3).

When pursuing hedonic consumption goals, consumers are more likely to choose feminine (vs masculine) products, whereas when pursuing functional consumption goals, consumers are more likely to choose masculine (vs feminine) products. Further, consumers evaluate feminine products more favorably when the products are hedonically (vs functionally) positioned, whereas they evaluate masculine products more favorably when the products are functionally (vs hedonically) positioned. Perceptions of product credibility mediate this effect.

Connecting theories of gender identity, product positioning and congruity, this study extends previous literature by demonstrating that the effects of product gender are context-dependent.

Many companies use visual design cues (e.g. shape, color) to promote their products’ gender. The findings of this study suggest that companies promoting their products as feminine should highlight the products’ hedonic benefits, whereas companies promoting their products as masculine should highlight the products’ functional benefits.

Applying a conceptual congruity approach, this research is the first to demonstrate that the effects of product gender on consumers’ product evaluations depend on the product’s positioning.

The purpose of this research is to add to our understanding of the antecedents of customer satisfaction by examining the effects of service reliability (Is the service “correctly” produced?) and service validity (Is the “correct” service produced?) of search, experience and credence services.

Service validity and service reliability were manipulated in scenarios describing service encounters with different types of services. Customer satisfaction was measured using questionnaires.

Service validity and service reliability independently affect customer satisfaction with search services. For experience services, service validity and service reliability are necessary conditions for customer satisfaction. For credence services, no effects of service validity were found but the effects of service reliability on customers' satisfaction were profound.

Scenarios provided a useful method to investigate customer evaluation of different types of service situations. A limitation of this method was that the participants were not observed in a real service situation but had to give their opinion on hypothetical scenarios.

For search and credence services, it is possible to compensate low service validity by providing a highly reliable service. However, managers of experience services should be aware that little can be gained when either service validity or service reliability is faulty.

The present study provides empirical data on the effects of service reliability and the thus far neglected effects of service validity and integrates these (new) concepts in the model of information verification.

The study reported on in this article examines how instructional leadership is exercised by superintendents in effective school districts. We employ concepts drawn from school effectiveness studies and from organizational literature on coordination and control in an attempt to understand how superintendents organize and manage instruction and curriculum in these effective districts. Specific instructional management practices are examined within a framework of six major functions, setting goals and establishing expectations and standards, selecting staff, supervising and evaluating staff, establishing an instructional and curricular focus, ensuring consistency in technical core operations, and monitoring curriculum and instruction. Based on interviews with superintendents from 12 of the most instructionally effective school districts in California and analysis of selected district documents, we present descriptions of district‐level policies and practices that these superintendents use to coordinate and control the instructional management activities of their principals. Similarities and differences in the patterns of control and coordination found in these districts are highlighted. The implications of the findings are then examined in light of recent findings regarding coupling and linkages in schools. The results of this study suggest that superintendents in instructionally effective school districts are more active “instructional managers” than previous descriptions of superintendents would have led us to expect. In particular, coordination and control of the technical core appears more systematic in these districts. The results do not, however, provide a uniform picture of how instruction is coordinated and controlled. A wide range of both culture building activities and bureaucratic policies and practices were emphasized by the superintendents in this study as they exercised their instructional leadership roles.

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental office visit, respondents from Portugal, France, and Germany participated in a 2X2 factorial experiment in which the researchers manipulated both expectations (low/high) and service performance (low/high). Respondents from France and Portugal expressed similar levels of customer satisfaction and perceived service quality, which were significantly different from those of the German respondents except when both expectations and performance were low.