Servicescape cues and customer behavior: a systematic literature review and research agenda

Mari, Michela; Poggesi, Sara

doi:10.1080/02642069.2011.613934

Cited by 223 publications

(226 citation statements)

References 55 publications

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“…Social interactions are deemed as consequences of interactions and exchanges among customers, employees and the environment, rather than being viewed as environmental stimuli (Bitner 1992). Along the same lines, a social servicescape acts as a facilitator of social interactions among customers themselves, as well as among customers and employees (Mari and Poggesi 2013). Therefore, a social servicescape does not merely represent physical environmental cues, but it also provides social meaning (Tombs and McColl-Kennedy 2003).…”

Section: Virtual Servicescapementioning

confidence: 99%

“…Developments in technology opened new channels for both the retail and services sector (Browne, Durret and Wetherbe 2004), which resulted in the focus being shifted from a physical servicescape, to a virtual one as well (Mari and Poggesi 2013). A virtual servicescape, also referred to as 'cyberscape' (Williams and Dargel 2004), 'e-servicescape' (Hopkins, Grove, Raymond and La Forge 2009) or 'e-scape' (Koering 2003), can be defined as the purposeful design of web environments to generate positive effects in visitors to enhance favourable customer responses (Dailey 2004).…”

Section: Virtual Servicescapementioning

confidence: 99%

“…Furthermore, the placement of furniture and the volume of interior space, portray visible or invisible boundaries, spaciousness (Ching 1996) or confinement and ease of movement, or in other words, traffic flow (Mari and Poggesi 2013).…”

Section: Spatial Layout and Functionalitymentioning

confidence: 99%

“…Mari and Poggesi (2013) Social density, or crowdedness, refers to a psychological state when there is less space available than what is demanded (Eroglu and Machleit 1990). This social aspect of the service environment may aid or constrain the level of pleasure experienced by customers.…”

Section: Virtual Servicescapementioning

confidence: 99%

“…For example, as far as could be ascertained, no study could be found in which the influence of a student's physical environment (such as an institution's virtual presence, appearance of infrastructure and signage) on student commitment has been comprehensively investigated. However, these elements have been studied extensively from a social sciences perspective, where it has been established that a physical environment does play a significant role in an individual's commitment towards an organisation, service provider, product or brand (Mari and Poggesi 2013;Bitner 1992). The question is, therefore, whether a multidisciplinary approach could be used to apply the existing knowledge on the role of physical elements to student commitment.…”

Section: Introductionmentioning

confidence: 99%

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Using servicescape to manage student commitment towards a higher education institution

Theron

Pelser

2017

SAJHE

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Although a variety of approaches can be used to manage student commitment, the role of physical elements, such as a facility or institution's virtual presence, appearance of infrastructure and signage, is often neglected in the literature. This gap in the literature is surprising considering the growing interest in the field of social sciences regarding the influence of physical elements (or tangibles) on commitment. It is against this background that this study investigated the possible effects of physical element attributes on student commitment. A number of antecedents of physical elements were identified by means of a literature review and their expected relationships with student commitment were proposed as hypotheses. These hypothesised relationships were assessed and a survey amongst 290 students from a multi-cultural South African university was conducted. The statistical program SPSS version 23 was used to analyse the data, and the hypothesised relationships were assessed by means of regression analyses. The findings of the study indicate that the physical element dimensions 'communicators' and 'virtual servicescape' most significantly influenced overall student commitment. Contrary to popular belief, the study revealed that social servicescape did not have a significant impact on student commitment.Furthermore, it appears that a specific set of physical element attributes should be applied when student commitment is managed. Finally, the study offers an in-depth discussion of the theoretical and managerial implications of these findings for relationship marketing strategies.

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Section: Virtual Servicescapementioning

confidence: 99%

Section: Virtual Servicescapementioning

confidence: 99%

Section: Spatial Layout and Functionalitymentioning

confidence: 99%

Section: Virtual Servicescapementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Using servicescape to manage student commitment towards a higher education institution

Theron

Pelser

2017

SAJHE

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The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

2013

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This paper aims to investigate the influence of hotel hospitality on hotel guest satisfaction along with the moderating effect of the hotel servicescape on the relationship between hospitality and satisfaction. In this preliminary study, which involved 403 hotel guests in Malaysia, we employed a questionnaire survey as the main method of data collection. The structural equation modelling (CFA) used to assess the model revealed a good fit. A hierarchical moderated regression analysis was performed and showed statistical support for the positive influence of hotel hospitality on guest satisfaction as well as a positive moderating effect of servicescape.

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The influence of thematic product displays on consumers: An elaboration‐based account

Lam

2017

Psychology and Marketing

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Marketers commonly adopt a theme to unify their design of an environment in which their products are displayed. A thematic display environment can be congruent with or unrelated to the concept of a product on display. The elaboration likelihood model and the knowledge activation literature suggest that conceptual congruence between the thematic display context and the product could affect product evaluation by a cue-based mechanism and an elaboration-based mechanism.First, the positive feeling associated with conceptual congruence serves as a peripheral cue, making product evaluation favorable. Second, the congruence provokes thoughts about the product's attributes, and these attribute-related thoughts affect product evaluation. Whether the evaluation is dominated by the affective cue or attribute thoughts depends on the consumer's shopping motivation (planned purchase vs. browsing), because the motivation affects the consumer's elaboration likelihood. The results of three experiments support these propositions. The results indicated that under planned purchase motivation, the congruence effect on purchase intention through attribute-related thoughts was observed. In contrast, under browsing, the congruence effect on purchase intention was dominated by a direct positive effect that reflected the influence of the affective cue. Implications of the findings for visual merchandising are discussed. K E Y W O R D S conceptual congruence, conceptual fluency, product display, service environment, shopping motivation, structural equation modeling Marketers commonly create environments reminiscent of familiar concepts for displaying their products at the point of sale. In many Psychol. Mark. 2017;34: 868-883

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Servicescape cues and customer behavior: a systematic literature review and research agenda

Cited by 223 publications

References 55 publications

Using servicescape to manage student commitment towards a higher education institution

Using servicescape to manage student commitment towards a higher education institution

The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

The influence of thematic product displays on consumers: An elaboration‐based account

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