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Book part
Publication date: 27 September 2021

Julian R. K. Wichmann, Thomas P. Scholdra and Werner J. Reinartz

Inner city centers not only provide opportunities for shopping, dining, and entertainment, but with their lively atmosphere and other vital attributes, also create…

Abstract

Inner city centers not only provide opportunities for shopping, dining, and entertainment, but with their lively atmosphere and other vital attributes, also create attractive destinations for residents and tourists alike. However, inner city retailing, potentially the most important reason to visit an inner city, is facing serious competition from e-commerce and out-of-town shopping malls. Dying inner city centers have become a severe issue in recent years, worldwide. To counteract this devastating trend and ensure the vitality and viability of inner city centers, stakeholders from the public and private sectors regularly join their forces in initiatives to strengthen urban structures. However, academic insights into the contribution of retailing on perceived city attractiveness remain sparse. Relying on an extensive data set that combines survey and observational data, the authors are able to quantify a variety of inner city characteristics, ranging from its store and service provider portfolio to its ambience and accessibility, and measure their association with its perceived attractiveness. They show that a city's portfolio of retail stores is not only related to people's perceptions of the city's overall attractiveness but also perceptions of its ambience. However, not all retail categories contribute the same way; while the presence of clothing stores or booksellers is strongly associated with cities' ambience as well as attractiveness, other retail categories such as optometrists or electronics stores are negatively associated with consumers' inner city perceptions. Importantly, these relationships also depend on the size of the focal city. Based on their results, the authors provide important managerial and societal implications on how to leverage the local retailing environment to improve inner city attractiveness. For example, the results may inform (local) governments on which sectors to subsidize in order to attract those store and service provider categories that benefit inner city attractiveness.

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Marketing Accountability for Marketing and Non-marketing Outcomes
Type: Book
ISBN: 978-1-83867-563-9

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Article
Publication date: 4 November 2014

Milos Bujisic, Joe Hutchinson and H.G. Parsa

– The purpose of this paper was to investigate the relationships between restaurant quality attributes and customer behavioral intentions.

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10896

Abstract

Purpose

The purpose of this paper was to investigate the relationships between restaurant quality attributes and customer behavioral intentions.

Design/methodology/approach

An experimental design was chosen to provide a high level of internal validity. Three separate 3 × 2 factorial design experiments were conducted through 18 separate vignette scenarios for three levels of quality (below average, average and above average) of three common restaurant attributes (food, service and ambience) in two types of restaurants (quick service and upscale).

Findings

The results indicated that the type of restaurant moderated the relationship between restaurant service and ambience quality and customer behavioral intentions.

Practical implications

The results of this study suggest that management of quick-service and upscale restaurants should focus on food quality, but establish different resource allocation priorities with respect to service and ambience quality.

Originality/value

This study examined the linearity of the relationships between three common restaurant attributes (food, service and ambience) for three levels of quality (below average, average and above average) in two types of restaurants (quick service and upscale).

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 17 July 2019

Marko Orel and María del Mar Alonso Almeida

The purpose of this paper is to take an explanatory role and analyse the development of workspace ambiences in coworking spaces which optimise the chance of interactivity…

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1575

Abstract

Purpose

The purpose of this paper is to take an explanatory role and analyse the development of workspace ambiences in coworking spaces which optimise the chance of interactivity between individual users and leading towards cooperation. The paper thus offers a discussion on how the ambience that is tailored to a particular coworking space enhances the possibility of collaboration between two or more users of a selected workspace.

Design/methodology/approach

Ethnographically guided observations of six coworking spaces and qualitative interviews with their managers were used to gain an understanding of the workspace ambiences in coworking spaces. As direct measurement of the frequency of collaboration would be logistically profound, this paper rather explores the conditions for spontaneous or moderated interactivity between workspace users, which may be regulated by the creation of an optimal coworking space ambience.

Findings

The following paper defines the coworking space ambience as the look and the feel of a work environment which can arouse certain moods towards a particular place and its users. Coworking spaces may impose various approaches that not only attract potential workspace users and form initial ties between them but also produce a certain ambience that leads to collaborative action between users. The factors of spatial design need to be adapted, and engagement strategies need to be constructed to maximise the preferential output. The research behind the following paper concludes that the factors of spatial comfortability are an essential predisposition for workspace users to engage in cooperation with each other. Various mechanisms are needed to customise these engagements into cooperative action.

Originality/value

While the outcomes of sharing these environments have been periodically explored, no attempts have been made to investigate how coworking ambience is being created and implemented to optimise collaborative efforts of individuals who are sharing the workspace. For that reason, the audience of this paper should not only be limited to academics but may also be suitable for managers and office-space operators seeking to understand dynamics of collaboration within new types of shared office spaces.

Details

Journal of Corporate Real Estate, vol. 21 no. 4
Type: Research Article
ISSN: 1463-001X

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Article
Publication date: 7 March 2016

Ramakrishnan Ramanathan, Yun Di and Usha Ramanathan

In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants…

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3549

Abstract

Purpose

In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction is a challenging research topic. In this study, the authors take up a research study to address this challenge. The purpose of this paper is to examine the importance of factors influencing customer satisfaction in the context of a Chinese buffet restaurant in the UK.

Design/methodology/approach

The authors use a questionnaire based on the SERVQUAL instrument for the purpose. Using exploratory and confirmatory factor analyses, the authors have found that service quality could be grouped into four main factors – service, food, ambience and price.

Findings

Using multiple-regression analysis, the authors have found that food is the most significant factor influencing customer satisfaction, followed by price, ambience and service, respectively. Using a multi-group analysis, the authors have found interesting moderating roles of age, gender and annual income on the influence of the four factors on satisfaction: ambience is considered significant by male customers while it is not significant for female customers; the influence of price on satisfaction is much higher for female customers than for male customers; food and service factors are important for younger customers while price is important for older customers; price is important for customers with lower levels of income but not important for high-income customers.

Practical implications

These results are useful to restaurant managers in allocating appropriate levels of resources to different factors based on their contributions to customer satisfaction in order to maximize customer satisfaction efficiently and effectively.

Originality/value

Analysis and findings of this research are based on the customers’ survey data of a Chinese buffet restaurant in the UK. The authors have found an interesting ranking of the importance of service factors: food followed by price, ambience and service. The results on the moderating role of customer characteristics provide newer insights in the literature on service quality. The research findings can help the hotel management to improve their service levels to attain maximum customer satisfaction.

Details

Benchmarking: An International Journal, vol. 23 no. 2
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 29 March 2011

Terje Slåtten, Christian Krogh and Steven Connolley

This empirical study aims to investigate the potential of customer experiences in the tourism industry to influence emotions and thus create positive mental imprints.

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3201

Abstract

Purpose

This empirical study aims to investigate the potential of customer experiences in the tourism industry to influence emotions and thus create positive mental imprints.

Design/methodology/approach

This investigation tests a conceptual model for what leaves positive mental imprints and analyzes the results of the survey to test the hypotheses. Further, the rather uncommon setting, a winter amusement park in Norway, helps to increase the external validity.

Findings

One interesting discovery with practical implications for management is that both ambience factors – light, sound, and smells – and interaction among customers have significance for customers' positive emotions.

Research limitations/implications

There is a need for further research to clarify the distinction between design and ambience factors.

Practical implications

Both ambience and interaction between customers are very important for successfully providing positive customer experiences.

Originality/value

Responding to the need to focus on the different aspects relating to customer experiences and emotions within the framework of tourism, this study tests an original model in an uncommon setting, thus contributing to the external validity of these claims.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 5 no. 1
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 5 July 2018

Hyowon Hyun, Jungkun Park, Tianbao Ren and Hyunjin Kim

The purpose of this paper is to establish a framework for millennials’ museum visiting behaviour and to explore the moderating effects of aesthetics and ambience for…

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1506

Abstract

Purpose

The purpose of this paper is to establish a framework for millennials’ museum visiting behaviour and to explore the moderating effects of aesthetics and ambience for visiting art museums. This study uses the Stimulus–Organism–Response (S–O–R) model (Mehrabian and Russell, 1974) in order to confirm the relationship among variables.

Design/methodology/approach

The data were collected using online surveys from millennial art museum visitors who had visited a museum within three months. In all, 287 responses were collected. Structural equation modelling was used to analyse the model.

Findings

Korean millennial visitors pursue hedonic value rather than utilitarian value when they visit art museums. It turns out that hedonic value accelerates visitor satisfaction and promotes visitor loyalty more than utilitarian value in the art museum setting. Both ambiance and aesthetics play stimulating roles in the art museum context and moderate the relationships among visitor-perceived value, satisfaction and loyalty. Utilitarian values are identified as unimportant elements for young Korean museumgoers.

Practical implications

Ambiance and aesthetic factors play important roles in promoting art museum visits. An art museum may elevate its atmospheric factors by emphasising the visit’s fun value (i.e. hedonic value) for millennials.

Originality/value

This study expands on previous studies concerning conceptualization of multidimensional constructs of millennials’ value for experience of arts museums in terms of aesthetics and ambiance. The results also confirm the value of the S–O–R framework in an art museum context.

Details

Arts and the Market, vol. 8 no. 2
Type: Research Article
ISSN: 2056-4945

Keywords

Content available
Article
Publication date: 18 November 2020

Faruk Seyitoğlu and Stanislav Ivanov

The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience.

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2153

Abstract

Purpose

The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience.

Design/methodology/approach

Travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. As the robotic restaurants are limited around the world, multiple case study method has been chosen to gather richer data. A user-generated content technique which is a form of qualitative case study method has been benefited to gather data from travellers’ reviews.

Findings

The results reveal a model of components of robotic restaurant experience that include six main themes: attraction for kids, robotic system, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects) and deficiencies (in robotic system, in ambience related attributes and in food related attributes).

Originality/value

This paper is one of the first to investigate the robotic restaurant experience of travellers around the world. Moreover, it contributes to the research on restaurant experience and offers a model of components of the robotic restaurant experience.

Details

Journal of Tourism Futures, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-5911

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Article
Publication date: 13 November 2009

Terje Slåtten, Mehmet Mehmetoglu, Göran Svensson and Sander Sværi

This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship…

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4204

Abstract

Purpose

This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between: three atmospheric constructs (ambience, interaction, and design); the construct of joy; and the construct of customer loyalty.

Design/methodology/approach

The research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation modeling were used to test the measurements and structural properties between atmospheric experiences, joy, and loyalty to winter parks.

Findings

The findings reveal that two out of the three constructs of atmospheric experiences are linked to customers' feelings of joy, namely, design and interaction. The atmospheric construct of design had the strongest impact on customers' emotions. Furthermore, the study finds that customers' feelings of joy are highly related to the construct of customer loyalty.

Research limitations/implications

The study limits its focus to one type of hedonic service, namely customers visiting a winter park. Although the results from the study offer implications for other winter parks, there is a need for further research in other hedonic services to verify their validity, reliability, and generality.

Practical implications

The study emphasizes how important it is that managers of hedonic services consider the significance of the atmospheric construct of design in such a way that it contributes positively to customers' experiences of the service setting. In particular, managers should focus on design in relation to customers' experiences in order to evoke feelings of joy.

Originality/value

The study establishes the need to manage customers' atmospheric experiences in winter parks. It also links atmospheric constructs to customers' emotions.

Details

Managing Service Quality: An International Journal, vol. 19 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 February 2021

Muhammad Khalilur Rahman, Md Shah Newaz, Mina Hemmati and S M Yusuf Mallick

The purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for…

Abstract

Purpose

The purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for others for future treatment in GP clinics.

Design/methodology/approach

Data are collected from 367 respondents using a paper-based survey questionnaire. Partial least square (PLS) is used to evaluate the proposed model and hypotheses relationships.

Findings

The findings reveal that ambience and service delivery have a high significant influence on patients' emotional satisfaction (β = 0.27, t = 4.31, p = 0.00) and (β = 0.26, t = 4.81, p = 0.00), respectively, while interior décor has a positive and significant influence on satisfaction (β = 0.13, t = 1.98, p = 0.04). The results indicate that exterior design and cleanliness are not associated with satisfaction. Patients' emotional satisfaction is highly related to WoM (β = 0.55, t = 13.44, p = 0.00). The results also show that emotional satisfaction has a significant mediating effect on the relationship between clinic service environments (ambience, interior décor, service delivery) and WoM (β = 0.15, t = 3.94, p = 0.00), (β = 0.073, t = 3.94, p = 0.04), (β = 0. 0.143, t = 4.13, p = 0.00), respectively.

Originality/value

The study will provide insights regarding Malaysian health consumers' perceptions toward GP clinics' service environment, whether they remain utilitarian or have evolved to entail hedonic appreciations. The contribution to the service environment could be adopted by future health-care studies, particularly those intended to examine GP clinics and other clinic-based institutions.

Details

Health Education, vol. 121 no. 3
Type: Research Article
ISSN: 0965-4283

Keywords

Content available
Article
Publication date: 29 January 2020

Ruth Annette Smith, Andrea White-McNeil and Faizan Ali

The purpose of this paper is to determine the students’ perceptions of an on-campus foodservice operation at an identified historically black college and university (HBCU…

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6261

Abstract

Purpose

The purpose of this paper is to determine the students’ perceptions of an on-campus foodservice operation at an identified historically black college and university (HBCU) and its effect on their satisfaction and dining frequency.

Design/methodology/approach

A survey of 685 students was conducted to collect data. Partial least squares based structural equation modeling is used to test the proposed structural model with SmartPLS 3.0.

Findings

Results confirm that quality of food, ambience, value for money, food and beverage options and service quality have a positively significant impact on students’ overall satisfaction with the on-campus foodservice operation and dining frequency. As such, all the hypotheses are supported.

Research limitations/implications

These findings indicate that on-campus foodservice operators should focus on quality of food, ambience, value for money, food and beverage options and service quality to achieve student satisfaction. This in turn could positively impact the institution’s reputation, student retention and the marketability of the institution to future students.

Originality/value

This study would help on-campus foodservice operators to better understand the impact of the various elements of foodservice experience which will lead to students’ overall satisfaction and dining frequency, particularly in a HBCU setting.

Details

International Hospitality Review, vol. 34 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

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