Building Consumer Loyalty through Servicescape in Shopping Malls

Shashikala, R.

doi:10.9790/487x-1061117

Cited by 17 publications

(9 citation statements)

References 26 publications

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“…Ambient conditions in fitness centers were evidenced to be a significant predictor of customer intentions to spread positive word of mouth and to renew their membership with the fitness center in the future. This is in line with the findings of previous empirical studies (Bouzaabia, 2014;Lim, et al, 2020;Shashikala & Suresh, 2013). Ong and Yap (2017) for instance, found individual behavioral intentions to be significantly affected by the physical dimension including ambient factors of the servicescape.…”

Section: Discussionsupporting

confidence: 92%

“…Likewise, the findings of Bouzaabia (2014) indicated that customers show greater revisit intentions for stores with pleasant ambient scents. Ambient conditions were also reported as a critical determinant of customer loyalty (Shashikala & Suresh, 2013). The findings reported in this paper lend a partial support to the hypothesis addressing the impact of ambient conditions on customer emotions.…”

Section: Discussionsupporting

confidence: 72%

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Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States

Nusairat¹,

Hammouri²,

Al-Ghadir³

et al. 2020

IJBM

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This research paper aims to investigate how the ambient conditions in fitness centers affect customer behavioral intentions through examining the mediating role of customer emotional states while in the fitness center.  To this end, a conceptual model of relevant research variables was developed based on the extant literature. A questionnaire survey was administered to a convenient sample of 420 fitness center members approached in 10 randomly selected fitness centers in Jordan. The model was validated and tested using structural equation modeling with AMOS 21.0. The findings of analysis demonstrated that fitness center ambience was significant in predicting customers’ pleasure, thereby, their behavioral intentions towards the fitness center. Mediation analysis verified the mediating role of customer pleasure but not arousal on the relationship between fitness center ambient conditions and customer behavioral intentions.  Research findings show the significance of ambient conditions as an influential marketing tool. Also, such findings are deemed insightful to the operators of fitness centers on how the fitness center ambience can be deployed to enrich customer affective experience and to encourage positive behavioral intentions in turn. Discussion, conclusions, and research agenda for future research were also identified.

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Section: Discussionsupporting

confidence: 92%

Section: Discussionsupporting

confidence: 72%

Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States

Nusairat¹,

Hammouri²,

Al-Ghadir³

et al. 2020

IJBM

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“…It is understood that the effect of the store servicescape on the brand loyalty is a comprehensive research subject when literature is examined (Shashikala et. al.…”

Section: Brand Loyalty;mentioning

confidence: 99%

The Effect of the Store Servicescape on the Customers Regarding the Telecommunication Sector

Çelik¹

2019

Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD)

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The competition among enterprises in the today's business world is acquiring more different dimensions day by day. The enterprises which maintain especially their technology-oriented activities are experiencing a period in which it is not possible for them to be one step ahead from their competitors through only improvements in their technological infrastructures. The competition wars in the telecommunication sector of which importance and potential is great as well are observed to be performed over physical evidence which constitutes one of the significant elements of the marketing mix (7P). Within this scope, the study was implemented to the telecommunication sector which shows an oligopoly market property in Turkey. The purpose of the study is to reveal the effects of the servicescape on the target audience in the telecommunication sector. The study was carried out in the Shopping Malls in the province of Adana by taking into consideration the brands of Turkcell, Vodafone and Turk Telekom which are carrying on their business in the telecommunication sector in Turkey. As a result of this study, reviewable 400 surveys were obtained and within this scope, descriptive statistics were used for the demographic information and simple linear regression analysis were implemented for total 4 scales which include 21 judgments. According to the data of hypothesis test, servicescape was observed to have positive effects on the perceived quality, brand image, brand loyalty.

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“…Nguyen and Leblanc (2002) divided physical environment into five items: ambient conditions, exterior layout, interior layout, décor, and location within an insurance services and hotel services context. Shashikala and Suresh (2013) examined the effect of servicescape in shopping centers on customer loyalty and indicated that servicescape is composed of seven components: ambient factor; aesthetic factor; layout; variety; cleanliness; signs, symbols, and artifacts; and social factors. Hooper et al (2013) stated that servicescape is composed of equipment, design, space, ambience, and hygiene, and considered it to be one of the antecedent components of service quality.…”

Section: Dimensions Of Servicescapementioning

confidence: 99%

Impact of service Environment and Service Quality on Customer Satisfaction and Behavioral Intentions in Hotels

إبراهيم¹,

صبيح²,

الصياد³

2018

مجلة کلیة السیاحة والفنادق - جامعة مدینة السادات

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The purpose of this study is to propose an integrated model that examines the impact of service environment (servicescape) and service quality on customer satisfaction and behavioral intentions in hotels. Data was collected from guests of three upscale hotels in the region of Virginia, USA via self-administered survey. Anderson and Gerbing's two-step approach was used to assess the measurement and structural models. Structural equation modeling revealed that servicescape affects customer satisfaction, service quality and customer behavioral intentions positively; it was also found that, quality of services offered in luxury hotels leads to customer satisfaction and interestingly, results showed that service quality does not influence customers' behavioral intentions. Furthermore, Customer satisfaction was found to positively affect customers' behavioral intentions in hotels. On the other hand, the findings confirm that service quality, customer satisfaction had a mediating effect on the relationship between servicescape and behavioral intentions. The study findings will significantly help researchers and practitioners understand the complex relationships among service environment, service quality, customer satisfaction and behavioral intentions in the hotel industry.

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Building Consumer Loyalty through Servicescape in Shopping Malls

Cited by 17 publications

References 26 publications

Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States

Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States

The Effect of the Store Servicescape on the Customers Regarding the Telecommunication Sector

Impact of service Environment and Service Quality on Customer Satisfaction and Behavioral Intentions in Hotels

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