Search results

1 – 10 of over 2000
Article
Publication date: 13 January 2020

Nathaniel Discepoli Line and Lydia Hanks

The servicescape is increasingly being recognized as a function of two distinct components: physical and social. While these two dimensions have often been studied independently…

3072

Abstract

Purpose

The servicescape is increasingly being recognized as a function of two distinct components: physical and social. While these two dimensions have often been studied independently, the purpose of this paper is to examine the effect of both dimensions simultaneously in a fast casual restaurant context.

Design/methodology/approach

A sample of 1,110 fast casual restaurant patrons in the USA was collected. The data were analyzed using nested structural equation modeling.

Findings

The results suggest that both the social and the physical servicescape can affect consumption behavior in the fast casual restaurant industry and crowding can act a moderator of these relationships.

Research limitations/implications

Theoretically, these results are significant because they suggest the importance of capturing a holistic account of the servicescape when conducting research on the consumption environment.

Practical implications

This study is among the first to examine the effect of the social servicescape (and specifically the effect of crowding) in fast casual restaurants. The results suggest that restaurateurs need to be mindful that crowding affects the relationship between social servicescape and satisfaction.

Originality/value

This research is the first to look at both aspects of the servicescape as drivers of consumer behavior in the fast casual dining segment. Additionally, this research makes a second contribution by assessing the effect of crowding on the servicescape-driven relationships inherent in the proposed model.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 12 September 2016

Berta Tubillejas Andrés, Amparo Cervera-Taulet and Haydee Calderón García

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and…

1681

Abstract

Purpose

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services.

Design/methodology/approach

A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques.

Findings

The paper provides empirical support on the multidimensional configuration of the social servicescape composed by both characteristics and interactions of employees and customers. The results demonstrate significant relationships between the social servicescape and positive emotions in perceived value, satisfaction and loyalty of consumers. Positive emotions are a moderating variable, intensifying the relationship between the social servicescape and perceived value. The opposite effect in the relationship between the social servicescape and loyalty is found.

Research limitations/implications

Further research is required to generalize the findings to other hedonic services.

Practical implications

Knowledge on both social servicescape and emotional effects on consumer behavior may enable cultural managers to improve the consumption experience of performing arts attendees.

Originality/value

This paper fulfills a research gap in the area of social servicescape as well as the effects of emotions in hedonic services. It makes two main contributions. First, it provides knowledge on social servicescape conceptualization and measurement. Second, the moderation, by interaction effect, of emotions and social servicescape in consumer behavior are confirmed.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 4 April 2008

Lloyd C. Harris and Chris Ezeh

This paper seeks better to conceptualise, operationalise and subsequently to test a multi‐dimensional and more social view of servicescape and the direct and moderated linkages…

18752

Abstract

Purpose

This paper seeks better to conceptualise, operationalise and subsequently to test a multi‐dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions.

Design/methodology/approach

A survey research method was used to study servicescapes in the context of UK restaurants.

Findings

In furtherance of conceptualisation efforts, a model is developed to evaluate the linear influences of nine servicescape variables on customers' loyalty intentions. Additionally, the model appraises the impact of personal and environmental factors which moderate the servicescape‐loyalty intentions relationship. Analysis of survey responses finds a number of significant associations with loyalty intentions.

Practical implications

The results of the study indicate that practitioners should reflect carefully on a range of servicescape variables and judiciously manage such factors to improve the extent to which consumers are likely to foster positive intentions to be loyal.

Originality/value

The paper contributes a multi‐dimensional and more social framework of servicescape that is subsequently operationalised and tested. It also supplies a measure of servicescape that future researchers may find useful.

Details

European Journal of Marketing, vol. 42 no. 3/4
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 2 November 2022

Mei-Yu Wang, Yong-Quan Li, Wen-Qi Ruan and Shu-Ning Zhang

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape

Abstract

Purpose

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).

Design/methodology/approach

A moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.

Findings

Results reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.

Practical implications

The findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.

Originality/value

Current research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic.

目的

本研究旨在分析社会服务场景下, 民宿体验如何通过情感心理影响顾客的价值共创。

设计/方法/途径

基于社会服务场景框架, 本研究构建了一个有调节的链式中介模型。研究者针对具有民宿住宿体验的游客进行调查, 在中国厦门采用便利抽样技术收集了722份有效问卷, 并采用结构方程模型检验提出的相关假设。

研究发现

在社会服务场景下, 民宿体验是激发顾客价值共创的核心因素。在此过程中, 个体情感心理因素(愉悦唤醒和地方依恋)发挥了重要的中介作用, 有效衔接了民宿体验到顾客价值共创的实现过程。此外, 地方性是独特的地方文化体验因子, 正向调节了民宿体验对愉悦唤醒的强化作用, 也增强了愉悦唤醒对地方依恋的积极作用。

实践意义

研究结论为民宿管理者如何提升顾客价值共创贡献了经营策略。民宿管理者可以通过提升顾客体验、加强情感互动和打造地方文化来实现价值共创, 进而提升民宿竞争力。

原创性/价值

当前关于民宿体验与顾客价值共创之间的内在关系及逻辑缺乏深入分析, 仍缺乏情感心理视角的探索。本研究首次从情感心理视角揭示了社会服务场景下民宿顾客价值共创的过程机理, 为以顾客体验为主导逻辑的价值共创研究提供了新的理论模型。

Objetivo

Este estudio pretende analizar cómo la experiencia en un B&B influye en la cocreación de valor para el cliente (CVCC) a través de factores psicológicos emocionales en el marco social del servicescape.

Diseño/metodología/enfoque

Se construyó un modelo de mediación en cadena moderado basado en el marco social del servicescape. En este estudio se recogieron 722 cuestionarios válidos mediante un muestreo de conveniencia en Xiamen, China, y se tomaron como muestra turistas con experiencias en establecimientos Bed and Breakfast (B&B). Se utilizó un análisis de modelo de ecuaciones estructurales (SEM) para poner a prueba las hipótesis pertinentes.

Conclusiones

Los resultados revelan que la experiencia en el B&B es el factor central para estimular la CVCC. En este proceso, los factores psicológicos emocionales individuales (excitación placentera y apego al lugar) desempeñan un papel mediador en cadena. Además, el carácter local modera positivamente el efecto de refuerzo de la experiencia de B&B sobre la excitación placentera y refuerza el efecto positivo de la excitación placentera sobre el apego al lugar.

Implicaciones prácticas

Los resultados pueden proporcionar estrategias de CVCC útiles para los operadores de B&B. Pueden lograr la CVCC mejorando las experiencias de los clientes, reforzando las interacciones emocionales y construyendo la cultura local, mejorando así la competitividad de los B&B.

Originalidad/valor

La investigación actual carece de un análisis en profundidad sobre la relación interna y la lógica entre la experiencia de los B&B y la CVCC, especialmente desde las perspectivas psicológicas emocionales. Este estudio es uno de los primeros que revela el mecanismo del proceso de CVCC de los B&B bajo el modelo social del servicescape desde una perspectiva psicológica emocional. Proporciona un nuevo modelo teórico para la investigación sobre la CVCC en la lógica dominante de la experiencia.

Article
Publication date: 1 February 2024

Zhiwei (CJ) Lin, Wenjie Xiao, Baolin Deng, Changjiang (Bruce) Tao and IpKin Anthony Wong

While the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative…

Abstract

Purpose

While the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative service outcomes. This study aims to assess how social service elements can provide customers with restorative qualities, though social components are considered vital in constituting a dining locale's servicescape (AKA Social Servicescape).

Design/methodology/approach

The study fills the void above by undertaking a survey-based quantitative research method. Using online surveys with a sample of 306 diners, the study employed structural equation modeling to explore a proposed moderated mediation model. A post-hoc interview followed to provide qualitative data to complement the findings developed from surveys.

Findings

Results first point to a positive relationship between social servicescape and attention restoration. Moreover, the authors unveil that substantive servicescape has a moderating effect on the relationship of interest, suggesting the interplay of social and built servicescape in promoting restorative experiences.

Research limitations/implications

Social and built stimuli can be intertwined to offer restorative qualities for customers. Through such an intertwined network of relationships, one may derive better mental health resources from hospitality settings.

Originality/value

This research presents new nuances to the existing field of inquiry by linking social servicescape and restoration through an intertwined network of attentional recovery.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 16 October 2019

Mark Scott Rosenbaum and German Contreras Ramirez

This paper aims to explore consumers’ cognitive responses to the presence of other people in a planned lifestyle center. The featured lifestyle center contains shopping, lodging…

Abstract

Purpose

This paper aims to explore consumers’ cognitive responses to the presence of other people in a planned lifestyle center. The featured lifestyle center contains shopping, lodging, dining and retail options in an open-air setting full of natural elements. This work helps explain the affinity of consumers to lifestyle centers and shows marketing researchers and practitioners how to use neuroscience hardware and software in service design research.

Design/methodology/approach

The study draws on social impact theory to show how the social presence of others in a lifestyle center influences six different cognitive responses. The authors evaluate consumers’ cognitive responses by using the Emotiv EPOC+ headset to obtain electroencephalogram recordings. To interpret these recordings, they use EmotivPro software, which provides readings on six emotional states, including excitement, interest, stress, engagement, attention and relaxation.

Findings

The data obtained from mall shoppers reveal that the presence of other people in a lifestyle center evokes high levels of interest and excitement and encourages relaxation.

Research limitations/implications

The paper shows marketers how to use neural data to obtain insights into consumers’ cognitive responses to stimuli by using Emotiv headsets and software.

Practical implications

The results show the importance of social elements in encouraging customers to approach and spend time in lifestyle centers.

Originality/value

The paper is one of the first to explore consumers’ responses to strangers in shared settings using neuroscience.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 25 October 2017

Kanika Meshram and Aron O’Cass

The purpose of this paper is to offer a framework of third-place value offering that explains how specific consumer groups’, senior citizens, customer-to-customer engagement in…

5432

Abstract

Purpose

The purpose of this paper is to offer a framework of third-place value offering that explains how specific consumer groups’, senior citizens, customer-to-customer engagement in third places can develop their value experiences.

Design/methodology/approach

Data were collected for two studies from senior citizen clubs in Australia. Study 1 uses focus group (12) and is analysed with QSR NVivo software following content analysis. Study 2 is based on 324 surveys and is analysed with AMOS version 24 software.

Findings

Study 1 identifies eight themes based on 29 main codes to develop a framework on the value offerings of third-place value and its consumer-centric effect on seniors’ loyalty and social capital. The themes under social capital and loyalty contributed to a better understanding of how consumers engage with each other in social clubs and develop their social capital. The results of Study 2 support the conceptualisation of third-place value offering as a reflective model and confirm the model’s nomological validity in relation to seniors’ loyalty and social capital outcomes.

Research limitations/implications

The only limitation of the paper is that it presents findings based on data collected in a regional place in Australia.

Practical implications

The findings provide three practical implications for managers to consider in relation to service places: improve consumer patronage through community engagement, improve local business practices via consumer–owner friendship and redesign spatial settings to deliver meaningful consumer experiences.

Social implications

The present study has three social implications; first, it highlights the significant role of third places in bringing isolated groups of community together for regular interaction and socialisation. It also extends understanding on senior citizen customers and their consumption experiences within third places for value creation. The study also contributes to understanding how senior citizen customers develop loyalty towards third places and enhance their social capital through social engagement in the place.

Originality/value

This paper uses consumption experience to develop the consumer value in third places. It provides a consumer-centric focus to servicescape and incorporates recent works on third places, value, social capital and loyalty.

Details

Journal of Services Marketing, vol. 32 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 December 2018

Ghazala Khan and Faiza Khan

The purpose of this study is to develop and validate a measurement scale for determining the “Halalness” of restaurants and related behaviour among Muslim consumers in the absence…

Abstract

Purpose

The purpose of this study is to develop and validate a measurement scale for determining the “Halalness” of restaurants and related behaviour among Muslim consumers in the absence of the halal logo. The study responded to scholarly calls for further research in exploring the consumption practices of Muslims.

Design/methodology/approach

The scale was developed and validated using a rigorous methodology recommended in the scale development literature. The study used a total sample of 438 (66 respondents for pilot study, 208 for exploratory survey and 164 for the confirmatory survey) to collect the data. Reliability and validity of the measurement scale was established through average variance extracted, Cronbach’s alpha, composite reliability, critical ratios and discriminant validity.

Findings

The results from the exploratory factor analysis and confirmatory analysis propose a three-dimensional measurement scale with 14 items for establishing the “Halalness” of restaurants and including social servicescape; neighbourhood and behaviour.

Research limitations/implications

The study was unable to validate a number of cues and behaviour such as the presence of images in the restaurant or consumer responses to the presence of alcohol. The researchers are therefore encouraged to test these cues.

Originality/value

The study addresses a gap in Islamic literature, and it is among the first to provide conceptualisation and empirically validate a scale for measuring the “Halalness” of restaurants. The scale was tested and validated based on samples drawn from two different countries, thereby allowing for generalizability.

Details

Journal of Islamic Marketing, vol. 10 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 9 August 2011

Mark S. Rosenbaum and Carolyn Massiah

The purpose of this paper is to put forth an expanded servicescape framework that shows that a perceived servicescape comprises physical, social, socially symbolic, and natural…

40140

Abstract

Purpose

The purpose of this paper is to put forth an expanded servicescape framework that shows that a perceived servicescape comprises physical, social, socially symbolic, and natural environmental dimensions.

Design/methodology/approach

This conceptual paper offers an in‐depth literature review on servicescape topics from a variety of disciplines, both inside and outside marketing, to advance a logical framework built on Bitner's seminal article (1992).

Findings

A servicescape comprises not only objective, measureable, and managerially controllable stimuli but also subjective, immeasurable, and often managerially uncontrollable social, symbolic, and natural stimuli, which all influence customer approach/avoidance decisions and social interaction behaviors. Furthermore, customer responses to social, symbolic, and natural stimuli are often the drivers of profound person‐place attachments.

Research limitations/implications

The framework supports a servicescape paradigm that links marketing, environmental/natural psychology, humanistic geography, and sociology.

Practical implications

Although managers can easily control a service firm's physical stimuli, they need to understand how other critical environmental stimuli influence consumer behavior and which stimuli might overweigh a customer's response to a firm's physical dimensions.

Social implications

The paper shows how a servicescape's naturally restorative dimension can promote relief from mental fatigue and improve customer health and well‐being. Thus, government institutions (e.g. schools, hospitals) can improve people's lives by creating natural servicescapes that have restorative potential.

Originality/value

The framework organizes more than 25 years of servicescape research in a cogent framework that has cross‐disciplinary implications.

Details

Journal of Service Management, vol. 22 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 19 May 2023

Jayne Krisjanous, Janet Davey, Bec Heyward and Billie Bradford

Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes…

Abstract

Purpose

Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework.

Design/methodology/approach

This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework.

Findings

Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources.

Research limitations/implications

This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places.

Practical implications

The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs.

Originality/value

Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.

Details

Journal of Services Marketing, vol. 37 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of over 2000