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The Importance of Servicescapes in Leisure Service Settings
Abstract
Services marketing research has largely focussed on measuring service
quality and satisfaction associated with the primary service itself,
with little attention given to the effect of the physical surroundings
of the service setting. Leisure services in particular, may be concerned
with how consumers perceive the quality of the “servicescape” and what
effect the servicescape has on customer satisfaction and repatronage.
Investigates these effects, as well as the interactions of perceived
crowding, excitement and enduring involvement associated with the
leisure service. Results indicate that servicescape quality does play an
important role in determining customer affective and behavioural
response to the service.
... In a crowded environment, customers may feel like they are competing for the same products. This competition can create a sense of urgency and lead customers to make unplanned purchases to avoid missing out (Wake ield and Blodgett, 1994). Customers may be bombarded with various stimuli, such as bright lights, loud music, and overwhelming product displays (Machleit et al., 2000). ...
... Various uses of technology were found to be contributing to the restaurant atmosphere in the past. For example, imaging technologies are reported to positively affect the perceived quality and their impact on shortening waiting times (Wakefield and Blodgett, 1994). In recent years restaurants have benefited from the virtues of technology, especially in helping to circumvent the increasing demand by transferring some service tasks to the customers. ...
This study investigates the reasons why restaurant managers in the Antalya region, a Mediterranean tourist hub, reverted to traditional print menus after initially transitioning to QR-code menus due to the COVID-19 pandemic. Restaurant menus are essential tools for directing customers' attention to profitable food services and are part of the restaurant's atmosphere, which impacts perceived quality. While technology has been used to enhance the restaurant atmosphere and increase revenues, the pandemic accelerated the adoption of digital menus, which were seen as more sanitary. However, some restaurants decided to revert to traditional print menus despite their cost, environmental impact, and unsanitary nature. The study uses a comparative case study design and qualitative methods to identify the motivators and barriers to the use of digital menus in the food and beverage industry and inform policymakers and decision-makers on possible approaches to environmentally friendly, healthy, and cost-effective solutions.
... Yapısal modele göre hipotez testlerine ait analiz sonuçları Tablo 5'te belirtilmiştir. (Ryu & Jang, 2008;Wakefield & Blodgett, 1994). Daha önce yapılmış çalışmalar fiziksel çevrenin algılanan değeri olumlu yönde etkilediğini belirtmektedir (Donovan vd., 1994;Durna, Dedeoğlu & Balıkçıoğlu, 2015;Han & Ryu, 2009;Liu & Jang, 2009). ...
Restoran işletmelerinde bilinçli bir şekilde oluşturulan atmosferin değer algıları ve dolayısıyla tekrar satın alma niyeti gibi pek çok tüketici davranışı üzerinde etkili olduğu bilinmektedir. Karar verme sürecinde ve sonrasında yaşanabilen ve psikolojik açıdan rahatsızlık verici bir durum olan bilişsel uyumsuzluk satın alma üzerinde etkilidir. Bu çalışma, bilişsel uyumsuzluk kuramı, restoran atmosferi, algılanan değer ve tekrar satın alma niyeti arasındaki ilişkileri incelemek ve bilişsel uyumsuzluk kuramı yaklaşımıyla restoran atmosferinin tekrar satın alma niyetine etkisinde algılanan değerin rolünü belirlemek amacıyla yapılmıştır. Araştırmanın örneklemini İzmir’de bulunan turizm işletme belgeli birinci sınıf restoranların müşterileri oluşturmaktadır. Bu doğrultuda 425 kişiden anket formu ile veri toplanmıştır. Araştırmada Smart PLS paket programı kullanılmıştır ve veriler yapısal eşitlik modellemesi ile analiz edilmiştir. Analizler sonucunda, bilişsel uyumsuzluğun restoran atmosferini negatif yönlü ve anlamlı bir şekilde etkilediği, restoran atmosferinin algılanan değer ve tekrar satın alma niyeti üzerinde olumlu yönde bir etkisinin olduğu ve algılanan değerin de tekrar satın alma niyeti üzerinde olumlu yönde bir etkisinin olduğu ortaya çıkmıştır. Ayrıca restoran işletmelerinde bulunan çeşitli atmosfer öğelerinin restoran müşterilerinin tekrar satın alma niyeti üzerindeki etkisinde algılanan değerin aracı etkisinin olduğu sonucuna varılmıştır.
... Like social factors, service type is also likely to influence the safety perception in servicescapes. Multiple services classifications exist in the literature, most driven by consumption motives like convenience, preference, shopping and specialty services (Stell and Donoho, 1996), functional vs. leisure services (Wakefield and Blodgett, 1994), and hedonic vs. utilitarian services (e.g., Nair et al., 2022). We examine safety issues in servicescape design 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 M a r k e t i n g I n t e l l i g e n c e a n d P l a n n i n g 16 for hedonic vs. utilitarian services in this paper. ...
Purpose: As physical evidence, servicescapes play a crucial role in tangibilizing service value. Since value creation and consumption are inseparable in many services, servicescapes also contribute significantly to consumer experiences. By reviewing the role of design factors on the physical and psychological safety of customers, particularly in different service contexts based on social factors, this paper aims to provide insights into how servicescape frameworks may be reexamined from a safety perspective.
Design/methodology/approach: Based on a critical review of studies in multidisciplinary domains, including environmental psychology, community medicine, architecture and engineering, this paper proposes a conceptual model anchored in stimulus-organization-response (S-OR) theory and presents related propositions for safer servicescape designs.
Findings: The study reveals the need for re-evaluating current servicescape design frameworks by incorporating the concept of servicescape safety, discusses the significance of various interior factors and presents the moderating effects of social factors and service types on perceived safety.
Originality/value: With no robust models currently available to evaluate the impact of servicescape designs on users' physical and psychological safety, this paper provides guidelines based on a multidisciplinary review of studies. A healthy and safe servicescape requires interdisciplinary investigations, the results of which will reshape future design approaches.
... It means that the 'promotion' among the 4Ps improves the brand equity of the company, thus influencing the purchase intention of consumers [11]. Wakefield and Blodgett mentioned that companies can conduct advertising campaigns to demonstrate that a product or service is fun, safe, or comfortable [12]. Advertising or promotional activities to potential customer groups to establish a good brand image and increase customer trust, promote consumer purchases. ...
The pet food industry has grown rapidly in recent years due to the growing trend of pet ownership among Chinese people. Various pet food brands are emerging and the competition is fierce. The purpose of this paper was to explore how Royal Canin can better attract consumers to buy. This paper took the Marketing Mix Theory as the theoretical basis and applied SWOT analysis to the study. The relationship between price, place, product, promotion, and purchase intention, and the strengths, weaknesses, and situations faced by Royal Canin are examined. This paper concluded that product features and multiple sales channels that meet consumers' needs will increase consumers' purchase intention, while prices beyond expectations and less promotion will reduce consumers' purchase intention. Thus, Royal Canin needs to expand its market share and enhance brand appeal by developing high-quality, cost-effective products and media campaigns. This paper provided references and new research ideas and perspectives for other researchers in this field.
... Direct and positive effects of a satisfying experience on affective image were further confirmed [96,97]. As the evaluative outcome of the experience process, tourists' experience quality of a destination significantly affects the affection and cognition toward a destination in a direct way [98], or an indirect way through cognition only [99]. Ref. [100] verified a positive association between a number of the components of the experience quality and emotions. ...
In recent years, the competition in the tourism market has become more and more fierce. Tourism destinations need to ensure they have sufficient sources of tourists, and thus, improving their market competitiveness, image, and reputation are particularly important. For this reason, tourism academia has always attached great importance to the study of tourism destination image. Many studies have shown that tourists’ travel behavior is largely influenced by their perception of tourism destinations. Research on heritage tourism from the supply perspective is relatively abundant, whereas not much research has been conducted on the demand side, and the influence of heritage tourism on the perception of a destination’s image has rarely been discussed. This study examines destination image perceptions through three components: cognition, affection, and quality of experience. We propose a conceptual model that clarifies how the quality of experience mediates the formation of cognition and affection with regard to emerging destinations in mainland China. This study employed the PLS-SEM discontinuous two-stage approach, which involved the examination of higher-order constructs (HOCs). The results from a sample of 475 visitors to the ancient city of Qingzhou in mainland China showed that cognition positively influences affection, and they both positively influence the overall image. Quality of experience was shown to be a mediating factor between cognition and affection. Moreover, the variables under quality of experience were confirmed to be consistent with those under cognition.
Research question
Match day revenue is still an essential source of income for many professional sports clubs worldwide. This paper studies the determinants of ticket pricing in the English Premier League and examines whether and to what extent stadium goers pay a premium for sporting success and spending by clubs in the players’ labour market.
Research methods
We estimate regression models for the cheapest and most expensive tickets of clubs playing in the English Premier League for the five seasons between 2014/15 and 2018/19 inclusive.
Results and findings
Our study shows that ticket prices are driven by several variables including the opponent and local derbies. The impact of team performance is asymmetric affecting only the most expensive tickets. Capacity utilisation and total labour cost impact the prices of both types of tickets.
Implications
This research provides insights for both leagues and individual clubs. For example, the findings can be used as a benchmark to assess the magnitude of price increases that the market may be willing to bear. Additionally, clubs can explore the extent to which greater revenues can be extracted from different types of consumers.
Purpose
Hygiene theater is a new phenomenon that has emerged from the ongoing Coronavirus (Covid-19) global pandemic. The authors propose and test the concept of hygiene theater – comprised of purposeful and visible dynamic performance and static staging cues – on customers' approach-avoidance intentions in the retail environment. The authors explore the underlying process and show when environmental conditions such as human crowding dilute the positive effects of hygiene theater.
Design/methodology/approach
Across three experiments, participants evaluated a video or scenario related to a shopping experience in a retail store. Sequential mediation and moderated sequential mediation using PROCESS were performed.
Findings
The results show a positive and direct effect of hygiene visibility on approach responses, due to a reduction in perceived risk and increased psychological comfort. This positive effect is diluted when crowding in the retail environment is high.
Originality/value
As society adapts to a new normal, this study offers contributions to improve theoretical knowledge of the impact of hygiene theater on customer approach responses, helping retailers to develop and implement health and safety policies, better equipping them to manage similar situations going forward. The authors provide insights for academics and practitioners alike.
Previous studies have recognized that the quality of physical environment influences customers’ satisfaction and positive behavioral outcome. A limited number of studies have incorporated an extensive range of hotel guestroom servicescape attributes into their instruments. The purpose of this study is to examine the multidimensional role of perceived servicescape of computer-generated images (CGI) of hotel rooms that are displayed on hotel websites. This study has two objectives: (a) To develop an instrument that comprehensively measures multidimensional perceived servicescape quality of a 3-D CGI depiction of hotel guestrooms; (b) To measure the effect of different 3-D CGI servicescape dimensions on expected guestroom satisfaction and behavioral intentions. Guestroom aesthetics, layout, light, and furniture quality were identified as factors of the LODGSCAPE instrument. Two factors, aesthetics and layout had significant effects on customer satisfaction. The results suggest that hotel management should emphasize guestroom aesthetics at the expense of lighting and furniture quality.
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers work. In this article an approach is outlined by which this goal can be achieved and portions of the approach are illustrated in terms of a job satisfaction measure.
