The servicescape as an antecedent to service quality and behavioral intentions

Abstract

Purpose -The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions. The authors both propose and operationalize this model and in doing so make a theoretical contribution by demonstrating how a delineation between these two constructs is necessary in order for theory to progress in this area. Design/methodology/approach -A total of 355 customers were intercepted as they exited a retail store and surveyed using a structured questionnaire. The data were then analyzed using structural equation modeling to test the research hypotheses.Findings -This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes service quality thus highlighting a need for a demarcation to be made between these important constructs. In addition, the authors find that design is a significant contributor to behavioral intentions further confirming the necessity to manage service environments in order to generate repatronage behaviors. Practical implications -Service providers should consider the influence of store environments in shaping service quality perceptions and their subsequent impact on behavioral intentions. Originality/value -The paper adds to the existing literature by disentangling the complicated relationships between service environments, service quality and behavioral intentions. Furthermore, the findings indicate to practitioners which aspects of the servicescape require attention so as to maximize repatronage intentions.

Building Customers’ Re-Patronage Intention through Service Quality of Community Mall in Bangkok

“…Dagger, Sweeney & Johnson, 2007;Ladhari, 2009;and Hooper, Coughlan, & Mullen, 2013), nevertheless, this paper supplements the insights by investigating each dimensions of service quality on re-patronage intention, which is considered as one important variable in marketing literature.…”

Peran Servicescape Dalam Meningkatkan Hotel Image Dan Revisiting Intention Pada Hotel Bintang 5

“…Servicescape sering digunakan untuk menyebut pengaruh isyarat nyata (tangible) dan tidak berwujud (intangible) pada konsumen (Hooper et al, 2013). Kotler dan Keller (2013) menyatakan bahwa jasa bersifat tak berwujud, tidak dapat dilihat, dirasakan, diraba, didengar atau dibaui sebelum jasa tersebut dibeli.…”

“…Kotler dan Keller (2013) menyatakan bahwa jasa bersifat tak berwujud, tidak dapat dilihat, dirasakan, diraba, didengar atau dibaui sebelum jasa tersebut dibeli. Kotler (1974) merupakan orang pertama yang mengatakan bahwa manipulasi lingkungan (environment) dapat mempengaruhi perilaku konsumen (Hooper et al, 2013). Bitner (1992) menciptakan istilah servicescape untuk membahas lebih dalam tentang hubungan antara konsumen dan karyawan dalam industri jasa.…”

An Analysis of Behavioral Intention toward Actual Usage of Open Source Software among Students in Private High Learning Institution in Tanzania

“…After initial run, the results showed a bad model fit with CMIN/DF= 8.263, GFI=0.711, AGFI=0.662, CFI=0.702 and RMSEA=0.109.Based on Hoe (2008) recommendation which requires a model to achieve the following minimum requirements CFI (>0.90 indicates good fit), RMSEA (<0.08 indicates acceptable fit), and commonly used χ2 statistic (χ2/df ratio of 3 or less) to be considered fit. To improve the model, some items that were affecting the significance of the model's fitness were removed as recommended by Hooper, et al (2008). At this point, elimination was made at item level and items that were removed not only were weakening the model but were also indicating weak statistical power.…”

“…CFA was used to analyze theoretical constructs through assessing the loading of the measures, error variances and covariance (Hooper, et al, 2008). In order to reach a measurement model that fits both components, CFA wasrun with maximum likelihood estimate in IBM Amos 20 to determine its fitness.…”