The influence of the musicscape within service environments

Oakes, Steve

doi:10.1108/08876040010352673

Cited by 116 publications

(140 citation statements)

References 45 publications

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“…This industry is alive and well today; indeed, the vibrancy of the market for commercial playlists is one indication of how attuned most service organisations are to using music to shape the aural aesthetic of their store, or 'musicscape', in a bid to influence customer behaviour (Oakes, 2000). There is an extensive literature concerned with the impact of music on customers, and how the type of music, its tempo and volume can be used to prompt, pace and guide consumption, reduce frustration while queuing, and so on (e.g.…”

Section: Music the Customer And Service Workmentioning

confidence: 99%

Hearing music in service interactions: A theoretical and empirical analysis

2017

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There is an extensive literature concerned with the impact of music on customers. However, no study has examined its effects on service workers and their interactions with customers.Drawing together literatures on service work and music in everyday life, the article develops a theoretical framework for exploring the role of music in service exchanges. Two central factors are identified -how workers hear, and respond, to the music soundscape, and their relations with customers, given these have the potential to be both alienating and positive to the point of meaningful social interaction. From these, a 2×2 matrix is constructed, comprising four potential scenarios. The authors argue for the likely importance of music's role as a bridge for sociality between worker and customer. The article considers this theorising by drawing upon interviews with 60 retail and café workers in UK chains and independents, and free text comments collected through a survey of workers in a large service retailer. The findings show broad support for music acting as a bridge for sociality. Service workers appropriate music for their own purposes and many use this to provide texture and substance to social interactions with customers.

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Section: Music the Customer And Service Workmentioning

confidence: 99%

Hearing music in service interactions: A theoretical and empirical analysis

2017

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“…The latter could reveal that experienceoriented settings strongly infl uence the emotional state of consumers. Other studies outlined the importance of various factors and their impact on consumers' emotion: Areni (1993), Hui et al (1997), Milliman (1986 and Oakes (2000) identifi ed the relevance of music, Bellizi and Hite (1992), Crowely (1993) investigated the infl uence of colours on consumers' emotional states. The phenomenon of crowding was also subject in several studies (e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

What influences guests' emotions? The case of high‐quality hotels

Brunner-Sperdin

Peters

2009

Journal of Tourism Research

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This paper outlines the methodology and results of an attempt to assess infl uences on the emotional states of hotel guests. When consuming tourism products, tourists do not only expect professional services but also desire satisfying experiences. According to Pine and Gilmore (1998), goods and services must be 'experientialized' because customers seek for rewarding, memorable and pleasurable consumption experiences. Quality management research suggests that traditional service quality measures are insuffi cient in evaluating the satisfaction of the 'new' tourists with consumed services. In order to measure customer satisfaction, it is important to take into account factors concerning the psychological environment such as subjective personal reactions or feelings experienced by consumers. Thus, experience quality should be the starting point for developing models to assess emotions in tourism industry. After reviewing the latest literature in the fi eld of service and experience measurement in leisure and tourism, the paper presents an experience model highlighting causalities measuring fl ow experience during the consumption of activities. The results show that the hotel setting has strong infl uence on the emotional state of the guests and that the staging of the service environment as well as the service process constitutes a crucial part of the hotel strategy. Copyright

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“…Cleanliness (Baker, 1986), noise (Baker, 1986), and music (Baker, Levy & Grewal, 1992;Oakes, 2000;Yalch & Spangenberg, 2000) are included in ambient factors. Appropriate background noise levels and music may not directly contribute to customers' activities, but they do enhance the customers' overall experience.…”

Section: Facility Designmentioning

confidence: 99%

The Servicescape in the Fitness Center: Measuring Fitness Center’s Services

Kim¹,

Bae²,

Kim³

et al. 2016

IJSMaRT

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Since fitness centers rely heavily on the physical environment of their service, an understanding of the impact of the physical environment on the participants is vitally important. Despite the importance of the servicescape within the fitness center, no conceptual or empirical research has been attempted that might conceptualize and measure the servicescape in a fitness center. The purpose of this study is to gain a better understanding of what elements affect consumers' perceptions of the servicescape within the participants in fitness centers. After conducting an item analysis and an exploratory factor analysis. An eight-factor solution emerged and was found to be statistically and conceptually sound. The eight factors are as follows: (a) accessibility, (b) facility layout, (c) facility design, (d) equipment condition, (e) ambience, (f) facility system, (g) signage, and (h) social factor. The results were positive in that the new scales that were designed to measure important factors that comprising servicescape for fitness center appeared to possess sufficient reliability and validity to encourage their further testing in other fitness centers.

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The influence of the musicscape within service environments

Cited by 116 publications

References 45 publications

Hearing music in service interactions: A theoretical and empirical analysis

Hearing music in service interactions: A theoretical and empirical analysis

What influences guests' emotions? The case of high‐quality hotels

The Servicescape in the Fitness Center: Measuring Fitness Center’s Services

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