The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience

Dedeoğlu, Bekir Bora; Bilgihan, Anil; Ye, Ben Haobin; Buonincontri, Piera; Okumuş, Fevzi

doi:10.1016/j.ijhm.2017.12.007

Cited by 211 publications

(234 citation statements)

References 124 publications

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“…The service experience takes place within a social framework where the value co-creation process potentially intertwines with the value creation process of other tourists [52]. The employee and other tourists' factors, such as their observed behaviors and physical image, can affect focal tourists' value perceptions [10,33,34,40,43,89]. Particularly, servicescape relates to the service encounters that occur in a physical and social environment.…”

Section: Social Servicescape and Co-created Valuementioning

confidence: 99%

“…Tourists contribute their resources to an experience co-creation process with various stakeholders for mutual benefits in terms of hedonic, altruistic, or social benefits [89,90]. Moreover, studies by Gallarza and Saura, and Woodruff [91,92] suggest that value is a more complete variable to satisfaction than service quality.…”

Section: Co-creation Value and Satisfactionmentioning

confidence: 99%

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The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

et al. 2020

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Organizational citizenship behavior (OCB) research has been extended in the literature to the customer domain by examining the role of customer behavior in the service sectors. Therefore, this study aimed to examine the effect of the physical environment and social servicescape on the co-creation value, and the impact of the co-creation value on customer satisfaction, which, in turn, influences the customer's citizenship behavior. A field study was conducted in Malaysian cultural and creative industries settings and a total of 254 participants were approached. Structural equation modeling (SEM) technique was used to test the hypothesized relationships among variables. The proposed research model was largely focused on the four perceived values (i.e., physical servicescape, social servicescape, co-creation value, and customer satisfaction) that significantly influence tourists' citizenship behavior. This study sheds new light on the notable roles of physical servicescape, social servicescape, co-creation value, and customer satisfaction on enhancing tourists' citizenship behavior. The theoretical implications and practical implications are discussed.

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Section: Social Servicescape and Co-created Valuementioning

confidence: 99%

Section: Co-creation Value and Satisfactionmentioning

confidence: 99%

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

et al. 2020

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“…However, it is necessary to study visitors from other countries for a more generalized conclusion. Furthermore, the prior experience on the tourism destinations through media and social network affects tourist experience and re-visit intention [38]. Therefore, in the future, we should consider the impact of the prior experience.…”

Section: Limitations and Future Research Directionsmentioning

confidence: 99%

The Influence of Cross-Cultural Awareness and Tourist Experience on Authenticity, Tourist Satisfaction and Acculturation in World Cultural Heritage Sites of Korea

et al. 2018

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This study aimed to identify the relationship among the following factors: cross-cultural awareness, tourist experience, authenticity, tourist satisfaction, and acculturation. It also sought to determine what role that tourist activities play in acculturation. Furthermore, this study looked to provide a feasibility plan for the effective management, protection, and sustainable development of World Cultural Heritage Sites. We chose Chinese in Korea (immigrants, workers, and international students) who visited the historic villages of Korea (Hahoe and Yangdong) as the research object, and used 430 questionnaires for analysis. The confirmatory factor analysis and structural equation model were used to verify proposed hypotheses. The results showed that (1) Chinese in Korea, who have higher cultural awareness, had more interests in objective authenticity (e.g., historical traditions, cultural heritage, and architecture) of world heritage sites; (2) Chinese in Korea could feel and appreciate the true value of traditional culture through tourist experience; (3) The objective authenticity and existential authenticity have a positive effect on tourist satisfaction; and, (4) Higher tourist satisfaction could effectively promote cultural integration and assimilation, and prevent cultural separation and marginalization.

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“…Most of previous studies suggested that customer behaviour in restaurant contexts is directly affected by the affective states of customers (Wakefield & Baker, 1998;Hyun & Kang, 2014;Hermawan & Yusran, 2015;Park et al, 2019) and their cognitive inferences (Babin et al, 2003;Chen & Hsieh, 2011, Dedeoglu et al, 2018. Furthermore, such affective states and cognitive evaluations were observed in some cases as mediating variables in the relationship between store environment and customer behaviour (Kim & Moon, 2009;Lin & Liang, 2011;Dedeoglu et al, 2018;Park et al, 2019). In this paper, the perceived quality of restaurant servicescape is considered as a cognitive inference made by customers towards the restaurant.…”

Section: Fig 1 One-step Parallel Mediation Modelmentioning

confidence: 99%

“…Typically, in a servicescape, both customers and employees are exposed to numerus cues and do response in affective and cognitive manners. Since the first time the "Servicescape" term has been brought to service and hospitality literature, increasing research efforts devoted to examine the influence of various factors of the service environment on customers' responses (Wakefield & Blodgett, 1996;Kim & Moon, 2009;De Nisco & Warnaby, 2013;Meng & Choi, 2017;Dedeoglu et al, 2018;Park et al, 2019). Marketing atmospherics and environmental psychology literatures substantially acknowledge the role of servicescapes in driving customers' responses.…”

Section: Introductionmentioning

confidence: 99%

The effect of design of restaurant on customer behavioral intentions

Nusairat¹,

Hammouri²,

Al-Ghadir³

et al. 2020

10.5267/j.msl

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This study investigates the mechanism by which customers' affective and cognitive states drive their behavioural intentions towards upscale restaurants. With stimulus-organism-response (SOR) theory as a backbone, two competing mediation scenarios; one-step versus two-step mediation are examined. A dataset of 425 conveniently selected valid responses was used to test the models. Structural equation modelling shows that customer behavioural intentions were better explained by a cognitive-affective mediated model than by one-step mediated model. The results of hypotheses testing reveal the significance of restaurant design in enrichening customers' cognitive experience, thus, eliciting their affective states, which ultimately affect their behavioural intentions. This paper shows the applicability of the cognitive theory of emotions in explaining restaurant design-customer behavioural intentions relationship. The results also provide insights for restaurant operators on how the design characteristics of their restaurants can be best utilised to encourage positive customer responses. Discussion, conclusion and future work are also provided.

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The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience

Cited by 211 publications

References 124 publications

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

The Influence of Cross-Cultural Awareness and Tourist Experience on Authenticity, Tourist Satisfaction and Acculturation in World Cultural Heritage Sites of Korea

The effect of design of restaurant on customer behavioral intentions

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