1996
DOI: 10.1108/08876049610148594
|View full text |Cite
|
Sign up to set email alerts
|

The effect of the servicescape on customers’ behavioral intentions in leisure service settings

Abstract: Services research to date has focussed mainly on service encounters of relatively short duration, such as those in travel agencies, banking, insurance, dry cleaning, pest control, fast-food restaurants, and public utilities (see Bitner, 1990;Cronin and Taylor, 1992;Parasuraman et al., 1991). In these types of service encounter customers typically spend only a brief period of time inside the service facility (if at all, as in the case of pest control or utilities). In these cases, service quality is apt to be p… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
2
1

Citation Types

14
514
2
50

Year Published

1999
1999
2019
2019

Publication Types

Select...
9

Relationship

1
8

Authors

Journals

citations
Cited by 701 publications
(605 citation statements)
references
References 30 publications
14
514
2
50
Order By: Relevance
“…These factors are important in many services (e.g., theaters, retail stores, concerts, upscale restaurants) because these can affect the comfort of the customer. Layout that makes people feel constricted may have a direct effect on customer quality perceptions, excitement levels, and indirectly on their desire to return [6]. Therefore we can assume that: H 3 : There is a significant relationship between layout and consumer loyalty.…”
mentioning
confidence: 99%
See 1 more Smart Citation
“…These factors are important in many services (e.g., theaters, retail stores, concerts, upscale restaurants) because these can affect the comfort of the customer. Layout that makes people feel constricted may have a direct effect on customer quality perceptions, excitement levels, and indirectly on their desire to return [6]. Therefore we can assume that: H 3 : There is a significant relationship between layout and consumer loyalty.…”
mentioning
confidence: 99%
“…Aesthetic Factor -Aesthetics refers to a function of architectural style, along with interior décor, colour scheme, pictures/paintings, plants/flowers, ceiling/wall decorations all of which customers can see and use to evaluate the aesthetic quality of the servicescape [6]. Aesthetic factors are important because they influence ambience.…”
mentioning
confidence: 99%
“…Later scholars adopt this concept in many offline stores study. For example, (Wakefield & Blodgett, 2013) [7] apply this concept into their study about the servicescape of leisure service settings. However, the advent of Internet and information technology, making a lot of scholars begin to study online network servicescape.…”
Section: Group-buying Servicescapementioning
confidence: 99%
“…Servicescape needs were assessed using the 5-point scale applied in previous research, as follows: Bitner (1992), Wakefield and Blodgett (1996), Turley and Milliman (2000), Lucas (2003), Ryu and Jang (2008), Kim and Moon (2009), and Lee and Kim (2014). The scale was reviewed by four hotel facility managers and two hotel spatial designers to determine the key variables affecting servicescape in hotel facilities.…”
Section: Identifying Measurement Itemsmentioning
confidence: 99%