How service seasons the experience: Measuring hospitality servicescapes

Abstract

a b s t r a c tHospitality servicescapes incorporate physical complexity and social interaction. These two features are often measured separately but rarely measured together in attempts to uncover consumer perceptions within these settings. A psychometric scale developed within the restaurant setting shows a five-dimensional structure for capturing the personality of a hospitality setting. In contrast to attributebased measures, this measurement approach highlights the importance of service interactions in shaping consumer perceptions. The items proposed account for the dynamism of the setting including the heterogeneity possible due to high service levels. The scale indicates how certain consumer perceptions, as outlined in the dimensions of the proposed scale, are likely to influence consumer outcome behaviors. Managerially, the scale provides a more precise understanding of consumer perceptions within restaurants. As such, the scale can serve as an interesting positioning tool as well a method to evaluate consumer perceptions of restaurants.

Going back to its roots: Can hospitableness provide hotels competitive advantage over the sharing economy?

“…First, in developing the model of experiential consumption in the accommodations industry, the present study contributes to addressing the paucity of systematic, theory-driven research in CEM in hospitality and tourism by suggesting a conceptual framework that enables "a better understanding of the sequential and enduring aspect of customer experience and thereby sustain long-term customer loyalty and commitment" Seo, 2016, p. 2237). Relatedly, that the concept of experiencescape has an obvious parallel to the concept and underlying dynamics of the servicescape in the hospitality industry (Ariffin et al, 2013;Spielmann, Laroche, & Borges, 2012) extends this line of research to the broader realm of CEM in hospitality and tourism (Hwang & Seo, 2016).…”

The complexity of consumer experience formulation in the sharing economy

“…These aspects are of paramount importance to the tourism and hospitality industry since complexity and uncertainty in the sector are likely to increase, due to the associated risks (Williams and Baláž, 2015), and to the rapidly changing patterns of consumer decision-making and perception of their vacation experience (Spielmann et al, 2012). Therefore, the provision of better quality products and services based on the competitiveness that can be achieved through the price-quality nexus, the sufficient management of consumers' perceived risks, and the encouragement of higher levels of interactivity between holidaymakers and locals should be prioritised by both destinations and accommodation providers.…”

The Impact of Servicescape Cues on Consumer Prepurchase Authenticity Assessment and Patronage Intentions to Ethnic Restaurants

“…The servicescape is composed of a man-made physical environment (e.g., Bitner, 1992; Lin, 2004; Namasivayam & Mattila, 2007) and social elements such as service providers and other customers (Baker, 1987; Tombs & McColl-Kennedy, 2003; Turley & Milliman, 2000). Previous research shows that the servicescape has a strong impact on consumer inferences about service characteristics (e.g., Baker, 1987; Baker, Grewal, & Parasuraman, 1994; Bitner, 1992; Ezeh & Harris, 2007; Lin, 2004; Reimer & Kuehn, 2005; Spielmann, Laroche, & Borges, 2012). This study proposes that three key dimensions of the servicescape—the physical setting, service providers, and other customers—can be used as cues to assess the authenticity of ethnic-oriented dining services.…”