Search results
1 – 10 of over 1000The purpose of this paper is to introduce restorative servicescapes. The work demonstrates that younger‐aged consumers may remedy symptoms associated with directed attention…
Abstract
Purpose
The purpose of this paper is to introduce restorative servicescapes. The work demonstrates that younger‐aged consumers may remedy symptoms associated with directed attention fatigue, including adult attention deficit hyperactivity disorder (ADHD), by patronizing third places, such as video arcades and coffee shops.
Design/methodology/approach
This paper evaluates a servicescape's restorative potential by drawing on established measures. Attention restoration theory (ART) has been explored in natural and environmental psychology, rather than marketing. The first study uses survey methodology to explore whether teenagers who patronize a video arcade sense its restorative potential. The second study uses survey methodology to explore the relationship between patronizing a restorative third place and being at risk for ADHD.
Findings
Study 1 reveals that video arcade patrons sense the arcade's restorative potential. Therefore, commercial servicescapes may possess restorative qualities. Study 2 reveals that college‐aged students, who patronize a restorative servicescape, are significantly less likely than other students to be at risk for experiencing ADHD.
Research limitations/implications
Although the data reveal a relationship between restorative servicescapes and ADHD risk, a diagnosis is not obtained. Furthermore, because survey methodology is employed, the causal influence of restorative servicescapes cannot be evaluated on their customers' health. However, commercial servicescapes can mimic the restorative properties found in nature. Thus, the health potential of public places on health may be profound.
Practical implications
Educational institutions, governmental agencies, and parents should consider publicly supporting third places for teenagers because doing so can remedy symptoms associated with mental fatigue.
Originality/value
The paper brings ART into the marketing discipline.
Details
Keywords
Mark S. Rosenbaum, Jillian C. Sweeney and Carolyn Massiah
The purpose of this paper is to help senior center managers and service researchers understand why some patrons experience health benefits, primarily fatigue relief, through…
Abstract
Purpose
The purpose of this paper is to help senior center managers and service researchers understand why some patrons experience health benefits, primarily fatigue relief, through senior center day services participation.
Design/methodology/approach
The authors conduct two separate studies at a senior center. The first study represents a grounded theory that offers an original, basic social process regarding mental restoration in senior centers. The second study draws on Attention Restoration Theory (ART) and employs survey methodology.
Findings
Senior center patrons who perceive a center's restorative stimuli experience health benefits such as relief from four types of fatigue, enhanced quality of life, and improved physical and mental well-being.
Research limitations/implications
The paper shows that senior centers may be relatively inexpensive, non-medical services that can help patrons relieve fatigue symptoms, which are often treated with pharmaceutical medication and medical visits. A limitation is the small sample size, which restricts generalizability.
Practical implications
The results show that senior center managers may promote patron health by fostering service designs and programs that allow members to temporarily escape from everyday life and interact in an ever-changing environment that fosters a sense of belonging.
Social implications
Senior center day services help patrons relieve fatigue, and its symptoms, in an affordable, non-medical, and non-pharmaceutical manner.
Originality/value
The paper clarifies the role of senior centers in patrons’ lives by drawing on ART. Senior centers that can offer patrons restorative environments are likely to play a significant role in patrons’ physical, social, and mental well-being.
Details
Keywords
Deepak S. Kumar, Keyoor Purani and Shyam A. Viswanathan
This paper aims to introduce the concept of biomorphism (i.e. indirect experience of nature) in servicescape designs and validates its impact on consumer responses. Using the…
Abstract
Purpose
This paper aims to introduce the concept of biomorphism (i.e. indirect experience of nature) in servicescape designs and validates its impact on consumer responses. Using the stimulus-organism-response (S-O-R) framework, this study explores the relationship between biomorphic servicescape designs and the servicescape preference. Further, it explains how biomorphic designs can help users to get better connected with the servicescapes by introducing the mediating role of attention restoration and place identity (emotional and cognitive), as explained by attention restoration theory.
Design/methodology/approach
Two empirical studies were carried out to test the hypothesised relationships: an exploratory pre-experimental design with one-shot treatment using 200 images as stimuli and 3,680 responses; and a 3 × 2 factorial design with three-dimensional images with about 654 responses for three service contexts chosen a priori: fashion retail, restaurant and hospital lobby.
Findings
This study conceptualises the role of biomorphism – elements that mimic natural forms – in servicescape designs and establishes that, akin to natural elements, the indirect experience of nature in servicescapes also has a positive influence on attention restoration, perceived place identity and servicescape preference of the consumers. This implies that the effects similar to that of a biophilic servicescape can be achieved through servicescape elements that mimic natural forms.
Originality/value
Extending the idea of biophilia, this research adopts the concept of biomorphism from architecture and environmental psychology domains and introduces biomorphic servicescape designs, which could be more practical at times compared to biophilic servicescapes. It establishes the influences of biomorphic servicescape designs on consumer preferences. Grounded in the S-O-R model, it further explains this relationship through mediating effects of attention restoration and place identity. Being new to marketing and management domains, this research may trigger a series of research studies on biomorphic service environment designs, with desirable implications for services marketing and services operations functions.
Details
Keywords
Keyoor Purani and Deepak S. Kumar
The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers…
Abstract
Purpose
The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers. The research also examines moderating role of service contexts in this relationship.
Design/methodology/approach
This empirical study applied a laboratory-like experimental design with one-shot treatment. About 566 usable responses were collected using six photographic images – three were biophilic environments and three were non-biophilic environments – for four a priori service contexts: hospital lobby, upscale restaurants, spa and bank lobby.
Findings
The tests of hypotheses confirm restorative effects of biophilic servicescapes on consumer’s psychological states, attention and mood, which, in turn, positively influence service preference. Further, the restorative effects of natural elements are found to vary across hedonic – utilitarian and experience – credence type service contexts.
Originality/value
Because of higher levels of natural stressors, consumers today likely have attention fatigue and depleted mood states, which, in turn, may have adverse effects on their service consumption behaviour. In this context, building upon theories from environmental psychology, findings of this study contribute by establishing restorative potential of biophilic servicescape. The study also establishes that natural elements in biophilic servicescapes influence service preference, which is mediated by consumers’ psychological states – attention and mood. Further, it demonstrates that consumers are more responsive with regards to such restorative effects of biophilic elements in contexts where they seek emotional, experiential value compared to rational, functional value.
Details
Keywords
Mark S. Rosenbaum and Ipkin Anthony Wong
The purpose of this paper is to explore the positive aspects of casinos, and gambling entertainment in particular, by revealing the health potential of these commercial…
Abstract
Purpose
The purpose of this paper is to explore the positive aspects of casinos, and gambling entertainment in particular, by revealing the health potential of these commercial establishments. In doing so, this work helps explain the affinity of Chinese consumers with gambling.
Design/methodology/approach
The authors draw on Attention Restoration Theory to put forth a framework on the restorative potential of a casino on human health and its effects on managerial outcomes. The authors use a sample of 605 Chinese tourists in Macau and use both structural equation modeling and moderation analyses.
Findings
Tourists’ ability to sense a casino’s restorative potential is positively related to their well-being and their propensity to view Macau as a value, to spend money in Macau and to revisit Macau. Moderation analyses reveal that tourists may still perceive a casino’s restorative qualities regardless of whether they plan to engage in gambling or other activities, are winning or losing money or reside outside mainland China.
Research limitations/implications
The paper links gaming studies to the transformative research paradigm and considers the possibility that some socially unacceptable services may actually be beneficial to human well-being.
Practical implications
The results help clarify why Chinese tourists tend to engage in casino patronage and gambling activities throughout the world.
Social implications
This work discusses health benefits associated with socially unacceptable products and suggests that many “sinful services” may offer consumers transformative benefits.
Originality/value
The paper is one of the first to explore positive aspects of gambling and spending time in casino environments, while showing that casinos may be “healthy places” for some consumers.
Details
Keywords
Trending in modern interior design frameworks is an integration of real and simulated (i.e. photographs, murals) elements of nature into buildings, and a number of…
Abstract
Purpose
Trending in modern interior design frameworks is an integration of real and simulated (i.e. photographs, murals) elements of nature into buildings, and a number of interdisciplinary studies concern the effects of nature on various aspects of human functioning. The purpose of this paper is to measure employees’ self-reported levels of affective organizational commitment (AOC), perceived productivity, well-being, attention restoration and satisfaction at work to explore how each mural is conceptualized and to make recommendations to hospital administrators and facilities managers as they make decisions concerning mural design and placement. One hospital had a biophilic mural and the other had a bold abstract mural.
Design/methodology/approach
The research was carried out using post-occupancy evaluation and mixed-methods survey design.
Findings
Employees in both hospitals disagreed that their organizational commitment (OC), perceived productivity or well-being at work had improved since the new murals had been installed. Responses from both hospitals were also low concerning perceptions of attention restoration. Indeed, no significant differences between hospitals were found. Correlations among scales were found within hospitals that support published studies. More correlations occurred at the hospital where employees viewed the biophilic mural (e.g. between OC and perceived productivity, and between satisfaction with the physical environment and perceived productivity). At both sites, satisfaction with the physical environment correlated with OC.
Originality/value
The authors expected that those working within view of the biophilic mural would report stronger ratings of AOC, perceived productivity, well-being, attention restoration and satisfaction with the workplace than employees with a view of the abstract scene. No differences between groups were found; responses to psychosocial scale items asking about whether attitudes had improved after the retrofit were low or neutral for employees in either hospital. However, more correlations between scales that support existing literature were revealed for those working near the biophilic mural. Thus, the authors recommend architectural programming before a design change to gather insight on occupants’ preferences at work.
Details
Keywords
Mark S. Rosenbaum, Jillian Sweeney and Jillian Smallwood
This article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients…
Abstract
Purpose
This article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients respond favorably to a cancer center's restorative servicescape and explores the reasons they might patronize the center and interact socially with others.
Design/methodology/approach
This article synthesizes various streams of literature from services marketing, natural psychology, and cancer and medical research. The study defines and develops the framework's categories and advances propositions based on the framework.
Findings
The model proposes that cancer patients should respond favorably to a cancer center's restorative servicescape. By spending time in the center, people living with cancer may be able to remedy four frequently experienced, negative symptoms associated with fatigue.
Research limitations/implications
The study explores a not‐for‐profit cancer resource center that offers members an array of participatory activities within a homelike environment. However, it may be difficult for traditional medical facilities to fashion restorative servicescapes.
Practical implications
The study helps inform medical practitioners about the psychosocial benefits cancer resource centers offer cancer patients. This article provides a discussion regarding a cancer center's development of its Connect‐to‐Care program, based on an oncologist and a cancer center representative joining together to discuss a patient's cancer diagnosis and care.
Originality/value
This article proposes a theoretical understanding on how the physical and restorative qualities of an environment transform human health. It links the services domain to the health sciences and suggests a means by which cancer patients can “do more with less” by combining medical treatment with cancer resource center patronage.
Details
Keywords
Michael Roskams and Barry Haynes
There has been limited investigation into how “biophilic design” (i.e. the integration of nature within the built environment) can be effectively used within the workplace to…
Abstract
Purpose
There has been limited investigation into how “biophilic design” (i.e. the integration of nature within the built environment) can be effectively used within the workplace to facilitate the process of psychological restoration. The purpose of this study was to focus, in particular, on the effectiveness of biophilic “restoration pods” in promoting recovery from stress.
Design/methodology/approach
A randomised field experiment was conducted. A total of 32 employees from a participating organisation completed two tests replicating typical office work (proofreading and arithmetic) and subjective ratings of stress, anxiety and task-load both before and after a 10-minute micro-break, taken in either the regeneration pods (treatment group) or an ordinary meeting room (control group).
Findings
The results showed that participants who took their break in the regeneration pod reported lower post-break anxiety and perceived task-load, and higher post-break arithmetic task performance, than the control group.
Practical implications
The findings suggest that purpose-built spaces for restoration within office buildings will be effective for helping employees to proactively manage their stress levels while at work. Biophilic design principles will enhance the effectiveness of these spaces, and this does not necessarily need to involve direct exposure to plants or views of nature.
Originality/value
To the best of the authors’ knowledge, this is the first randomised field experiment to test the effectiveness of a purpose-built space for restoration within offices. Additionally, this paper explores different forms of biophilic design than previous studies.
Details
Keywords
Genevieve d’Ament, Anthony John Saliba and Tahmid Nayeem
The prevalence of visually splendid multi-million-dollar cellar doors (CDs) builds an assumption that bricks and mortar create the co-created cellar door experience (CDE). This…
Abstract
Purpose
The prevalence of visually splendid multi-million-dollar cellar doors (CDs) builds an assumption that bricks and mortar create the co-created cellar door experience (CDE). This study aims to determine what attracts the visual attention of staff and customers during a CDE at three visual designs of CD: lively, stylised and simple.
Design/methodology/approach
A total of 23 customers and five staff consented to record their CDEs using TobiiPro2 glasses with 35 recordings providing 993 min for analysis with Tobii Pro Lab. Twenty-five areas of interest were used to calculate fixation and visit metrics.
Findings
The most attended elements of a co-created CDE were staff and faces. Attention is less influenced by the design of CD, whereas staff significantly influence attention.
Research limitations/implications
The findings are valuable to the industry as they highlight the importance of human resources to a winery business, an increasingly casualised workforce. Future research could focus on staffing needs, including training and performance during experience delivery, with the expectation of increasing profitability.
Originality/value
To the best of the authors’ knowledge, this study is the first to analyse objective recordings of staff and customer visual attention during their experience.
Details
Keywords
Rosângela Andrade Pessoa, Oderlene Oliveira and Lucas Lopes Ferreira Souza
This paper aims to identify how destination fascination is perceived by all participants involved in the tourism sector.
Abstract
Purpose
This paper aims to identify how destination fascination is perceived by all participants involved in the tourism sector.
Design/methodology/approach
An exploratory and qualitative study was undertaken based on a literature review and three focus groups with travelers and tourism and marketing professionals.
Findings
The findings revealed that different perceptions precede a destination fascination among the three groups and that the construction of fascination is related to other variables. Through consulting the three groups, 12 variables were identified, and a framework was proposed addressing the background of destination fascination and how it relates to memorable experiences and the intention to (re)visit. Another important finding is the need for tourism professionals to collaborate with marketing professionals to meet tourists’ expectations. In addition, it was found that fascination can occur before visiting a place.
Originality/value
This paper advances the literature on four points: it presents evidence that fascination can occur even before visiting a destination; it verifies which variables are related to the multidimensional construct of destination fascination and how this relationship is observed by the three distinct groups; it identifies how the construction of destination fascination occurs; and it explains how tourism and marketing professionals can help fulfill travelers’ wishes.
Factores que hacen que un destino sea fascinante y motivan la (re)visita
Objetivo
Identificar cómo perciben la fascinación por el destino todos los participantes implicados en el sector turístico.
Diseño/metodología/enfoque
Se realizó un estudio exploratorio y cualitativo basado en una revisión bibliográfica y tres grupos de discusión con viajeros y profesionales del turismo y el marketing.
Resultados
Los resultados revelaron que diferentes percepciones preceden a la fascinación por un destino entre los tres grupos y que la construcción de la fascinación está relacionada con otras variables. Mediante la consulta a los tres grupos, se identificaron 12 variables y se propuso un marco que aborda los antecedentes de la fascinación por el destino y su relación con las experiencias memorables y la intención de (re)visitarlo. Otra conclusión importante es la necesidad de que los profesionales del turismo colaboren con los del marketing para satisfacer las expectativas de los turistas. Además, se descubrió que la fascinación puede producirse antes de visitar un lugar.
Originalidad
Este artículo avanza en la literatura en cuatro puntos: (i) presenta evidencias de que la fascinación puede ocurrir incluso antes de visitar un destino, (ii) verifica qué variables están relacionadas con el constructo multidimensional de la fascinación por el destino y cómo esta relación es observada por los tres grupos distintos, (iii) identifica cómo ocurre la construcción de la fascinación por el destino, y (iv) explica cómo los profesionales del turismo y del marketing pueden ayudar a cumplir los deseos de los viajeros.
使一个目的地吸引人并促使人们(再)访问的因素
目的
确定参与旅游部门的所有参与者是如何看待目的地魅力的。
设计/方法/途径。
在文献综述和与旅游者、旅游和营销专业人士的三个焦点小组的基础上, 进行了一项探索性和定性的研究。
研究结果。
研究结果显示, 在这三个群体中, 不同的认知会导致对目的地的迷恋, 迷恋的构建与其他变量有关。通过咨询这三个群体, 确定了12个变量, 并提出了一个框架, 解决了目的地魅力的背景, 以及它与难忘的经历和(再)访问的意图之间的关系。另一个重要的发现是, 旅游专业人士需要与营销专业人士合作, 以满足游客的期望。此外, 研究还发现, 迷恋可以在访问一个地方之前发生。
原创性。
本文在四点上推动了文献的发展:(i)它提出了证据, 证明迷恋甚至在访问一个目的地之前就可以发生, (ii)它验证了哪些变量与目的地迷恋的多维构造有关, 以及这种关系是如何被三个不同的群体观察到的, (iii)它确定了目的地迷恋的构造如何发生, 以及(iv)它解释了旅游和营销专业人士如何帮助实现旅游者的愿望。
Details
Keywords
- Consumer behavior
- Destination fascination
- Intention to visit
- Tourism
- Memorable experiences
- Attention restoration theory
- Comportamiento del consumidor
- Fascinación por el Destino
- Intención de Visitar
- Turismo, Experiencias memorables
- Teoría de la Restauración de la Atención
- 关键词。消费者行为
- 目的地魅力
- 访问意向
- 旅游
- 难忘的经历
- 注意力恢复理论。