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The psychological effects of music: Implications for hotel firms
Abstract
If used properly, music can be a useful tool employed by hoteliers. This article synthesizes most, if not all, of the recent and seminal work from a variety of disciplines to outline the positive effects that atmospheric music can have on a hotel's patrons and employees. Specifically, the psychological influences of music in a hotel's physical environments, a hotel's telephone system, and a hotel's proprietary website are discussed. In terms of the physical environment, music can: 1) cause guests to spend more time and money in an establishment; 2) influence buyer/ seller interactions; 3) improve customers' attitudes during a wait; 4) amend guests' perceptions of brand personality and décor; and 5) enhance employee productivity. Regarding telephone interactions, evidence suggests that the proper use of music can bolster customers' satisfaction with the telephone encounter. Lastly, emerging research indicates that website music can enhance viewers' arousal, interest, satisfaction, and learning.
... In current years, the significance of the physical environment in the service industry has been increased as a growing number of researchers examining the effect of the services cape and interior design on customer satisfaction (Haobin et al., 2021;Liu et al., 2022). However, Magnini and Parker (2009) mentioned that a restaurant with a pleasing ambience influences consumers' satisfaction, even if the food quality is average. ...
... Ryu et al. (2021) revealed that ambience also plays a vital role in the degree of customer loyalty and customer satisfaction impacted substantially by the physical environment in the hospitality industry. A restaurant's good atmosphere also affects customer satisfaction through the food is also important (Magnini & Parker, 2009). However, different consumers will have different experiences of a restaurant's atmosphere depending on their expectations, motives, and emotions (Kim & Moon, 2009 ...
The primary motivation of the restaurant business is to serve consumers food and beverages and trigger them to make a repurchase. Moreover, it is a highly competitive business. The restaurant authorities employ several strategies to attract consumers to compete in the highly competitive industry and one of the leading practices in the restaurant industry is attracting guests with innovative and fascinating interior design. The purpose of conducting this study is to quantify the role of restaurants’ interior design on consumers’ revisit intention. Consumer satisfaction served as a mediator between restaurants' interior design and consumer revisit intention. An online survey was conducted on 393 Bangladeshi consumers to collect the data. The present study found a positive association among consumer satisfaction, restaurant interior design, and consumer revisit intention. This study contributes several theoretical and practical contributions for the academicians and the stakeholders of the restaurant industry.
... In the tourism and leisure industry, atmospheric music can stimulate people's emotions and further influence their consumer behavior. Studies show that music with soft melody, soft volume, slow tempo, and lower pitch can reduce people's anxiety and slow down their movement in space (Caldwell & Hibbert, 2002;Lin et al., 2015;Magnini & Parker, 2009;Sullivan, 2002;Yalch & Spangenberg, 2000). For example, in high-end or fine dining restaurants, this type of atmospheric music can extend customers' time spending in the restaurant, and lead them to spend more money (Caldwell & Hibbert, 2002). ...
... Sound, including music can be regarded as one of the sensory marketing strategy (vision, audition, olfaction, haptics, and taste) that engages consumers' sense of hearing (Krishna, 2012;Rathee & Rajain, 2017;Sayadi et al., 2015) and affects hotel customers' perception of hotel's brand personality (Magnini & Parker, 2009;Magnini & Thelen, 2008;Su & Reynolds, 2017). Therefore, for the further in-depth studies, we suggest that topic of marketing by integrating applied music into hot spring hotel could be an advanced management strategy. ...
The survey purposes are to preliminarily understand the current situation of atmospheric music broadcast in hot spring hotels and why these choices of music were made. We reviewed literatures regarding applied music and music types, and applied questionnaire, participant observation and unstructured interviews with hotel staff who broadcast music in the unique, famous and historic Guanzihling hot spring region of Taiwan. Results show that music is often broadcast in public areas, such as lobby and restaurants. On the contrary, there was no music broadcast in private areas, such as guest rooms and private thermal baths. Light music is the primary music choice. Music types is chosen without rules by staff who have no basic trainings in music. Possible marketing strategies for future studies include the staff trainings and construction of hotel’s own hot spring music database, and better marketing of hotel’s unique multi-sensory brand image through its distinctive and pleasant music.
... Although considerable attempts to synthesize this contradictory body of research have been made, the vast majority of them are narrative (e.g., Allan, 2008;Bruner, 1990;Herrington & Capella, 1994;Jain & Bagdare, 2011;Magnini & Parker, 2009;Michel et al., 2017;Oakes, 2000;Oakes & North, 2008). Extant music-related meta-analytic reviews are either not specified for customers and service settings (e.g., Behne, 1999;Kämpfe et al., 2011) or are limited to only one dimension of music (Roschk et al., 2017) or to specific outcomes (Garlin & Owen, 2006). ...
... Second, we checked the references of previous review articles (e.g., Allan, 2008;Bruner, 1990;Garlin & Owen, 2006;Herrington & Capella, 1994;Jain & Bagdare, 2011;Kämpfe et al., 2011;Magnini & Parker, 2009;Mari & Poggesi, 2013;Michel et al., 2017;Oakes, 2000;Oakes & North, 2008;Roschk et al., 2017;Turley & Milliman, 2000;Vieira, 2013). We included unpublished papers via searches in Google Scholar, ProQuest, and ResearchGate. ...
Music is a key and heavily researched stimulus in tourism and hospitality service settings. However, the growing body of research has produced contradictory results in terms of direction, strength, and statistical significance, rendering conclusions and evidence-based decisions questionable and precarious. This meta-analysis of 56 studies and 209 effects quantitatively synthesizes empirical evidence of the influence of music in tourism and hospitality service settings. We consider five dimensions of music and assess their effects on a wide range of customers’ organismic reactions and behavioral responses. The results indicate that it is not so much the presence as the design of music that influences customers. In addition, the preferential dimensions of music have a much stronger influence on customers than the physical dimensions of music. The large number of relationships examined offers practical guidance to professionals on the effective use of music in tourism and hospitality settings.
... Festivals are used as the context for the research because of the social nature of such experiences and the role of music within them. As many other tourism and hospitality experiences also use social engagement, emotional response and memory creation to appeal to customers, often with music as the backdrop (Magnini and Parker, 2009), we feel that the findings will apply more widely within the sector. ...
... The model is intended to begin to address current gaps in the hospitality and tourism literature pertaining to the sharing of emotion rich memories and the role of music within this. There has been little research to date that has addressed this connection between postexperience memory sharing, music as stimuli and behavioural intention, despite several calls for further studies in these areas (Braasch, 2008;Magnini and Parker, 2009;Urry, 1990;Waitt and Duffy, 2010). ...
Purpose
This study aims to explore how emotionally rich collective experiences create lasting, shareable memories, which influence future behaviours. In particular, the role of others and of music in creating value through memories is considered using the concept of socially extended emotions.
Design/methodology/approach
Over 250 narratives were gathered from festival attendees in the UK and Finland. Respondents completed a writing task detailing their most vivid memories, what made them memorable, their feelings at the time and as they remembered them, and how they shared them. The narratives were then analysed thematically.
Findings
Collective emotion continues to be co-created long after the experience through memory-sharing. The music listened to is woven through this extension of the experience but is, surprisingly, not a critical part of it. The sociality of the experience is remembered most and was key to the memories shared afterwards. The added value of gathering memorable moments, and being able to share them with others, is clearly evidenced.
Practical implications
The study highlights the importance of designing events to create collective emotional moments that form lasting memories. This emphasizes the role of post-experience marketing and customer relationship building to enhance the value that is created customer-to-customer via memory sharing.
Originality/value
The research addresses the lack of literature exploring post-event experience journeys and the collective nature of these. It also deepens a theoretical understanding of the role of time and sociality in the co-creation and extension of emotions and their value in hospitality consumption. A model is proposed to guide future research.
... The impact of a restaurant's physical surroundings extends beyond aesthetics. It significantly affects customer satisfaction and their likelihood to return, ultimately impacting the restaurant's financial success (Magnini & Parker, 2009). Studies have shown that a customer's initial perception can be shaped by the physical environment even before they experience the service (Githiri, 2016). ...
... Studies by Susskind and Chan [9] insisted that food quality must be prioritized as the primary factor in determining customer satisfaction as it has a positive association with customer satisfaction. Several studies have proven there is a significant positive effect on customer satisfaction when restaurant owners invest in interior designs, decorations, floor cleanness, and other accessories to create a pleasant atmosphere, enhancing financial performance and higher customer retention in restaurants [10]. ...
... Significant research has been conducted on music as an atmospheric element (Oakes, 2000;Turley, Milliman, 2000), however, there have been few studies on the musical atmosphere in lodging environments (Harrington, Ottenbacher, Trueter, 2015;Jacob, 2006;Magnini, Parker, 2009). The following is the main research question, particularly for the hospitality industry: What are the interactions between musicscape and consumer behavior found in user-generated online reviews? ...
Musicscape is an important topic in tourism and hospitality contexts. However, there are few studies on this subject in the accommodation sector. The study aims to determine the effect of ‘musicscape dimensions’ on customer behavior. To achieve this aim, 2357 online reviews of 28 hotels in Antalya, Turkey were analyzed by content analysis. The framework proposed by Oakes was used in the study. The research findings provide hotel managers with practical advice on the effective use of musicscape in tourism and hospitality settings. In addition, it was concluded that customers evaluated the loudness and fast tempo of music negatively, and that the harmony of music broadcasts and their environment offered by a hotel is positively perceived by customers.
... Sound and noises are the direct factors that affect consumers' hearing (Solomon, 2018). The type, melody, and speed of music and other noises often determine the comfort of hearing sensation when consumers stay at a hotel (Magnini & Parker, 2009). Finally, consumers also use smell and touch sensation to feel the thermal environment of a hotel. ...
... Excellent audio system/ music improves the atmosphere in the restaurant. According to Magnini and Parker (2009), music can calm the customers waiting for their food or await their family/relatives or colleagues and spend additional time on the restaurant. However, the parking management practices was only used often. ...
This study aimed to determine the operational
problems and coping strategies of restaurants in
Tuguegarao City, Philippines.
... In the pre-COVID-19 era, physical environment ambiance played a significant role in attracting customers. Improved revenue for the business and growing income was a topic of interest among the practitioners and scholars in the field of hospitality (Dubé & Renaghan, 2000;Han & Ryu, 2009;Heide & Grønhaug, 2009;Hertenstein et al., 2001;Jang & Namkung, 2009;Kim & Moon, 2009;Liu & Jang, 2009a, b;Magnini & Parker, 2009;Ryu & Jang, 2007;Zemke & Pullman, 2008). A broad mix of factors influences product development and customer satisfaction. ...
Measures such as lockdowns and social distancing may have effectively controlled the pandemic, but they have a tremendous detrimental effect on businesses relying heavily on face-to-face communications such as the restaurant and dine-in industry. With the current COVID-19 pandemic, the restaurant and dine-in places had to face the brunt of losing customers due to government-mandated public health measures. The restaurant sector had to look for an overhaul immediately as the disruptions caused by the pandemic has pushed them either on the verge of closure or bad financial health. Nevertheless, an upsurge of technological advancements has come as a lender of last resort to the restaurant industry. This chapter presents the major disruptions caused by the pandemic in the in-person dining sector. It also sheds light on the various methods shaping the future of the restaurant industry. Finally, the chapter deals with the different prospects and challenges awaiting the paths of transformation and draws a framework called “The Dining Spectrum” as a contribution to the existing literature.KeywordsDiningDisruptionFood serviceCOVID-19Technology
... This is both because it can provide a very effective means of helping to set the atmosphere, but also because it can be used to bias the customer's decisions; i.e., when it comes to nudging their choices, e.g., concerning food/wine (e.g., see Areni and Kim, 1993;North et al., 1997North et al., , 1999Zellner et al., 2017; and see Spence et al., 2019, for a review). Magnini and Thelen (2008) and Magnini and Parker (2009) have looked specifically at the role played by music in hotels and fine-dining restaurants. Ultimately, though, what is striking is how little awareness people normally 10 https://www.hotelcostes.com/en/music ...
This narrative review discusses the literature on contemporary sensory marketing as it applies to hotel design. The role of each of the guest’s senses in the different stages of the customer journey are highlighted, and the functional benefits (to the guest’s multisensory experience), and likely commercial gains, of engaging more effectively with the guest’s non-visual senses, both individually, and in combination, are reviewed. While the visual elements of hotel design are undoubtedly important, the hotelier neglects the non-visual senses at their peril, given the negative effect of poor design on the customers’ overall multisensory experience (and ratings). A number of the crossmodal effects and multisensory interactions that have been suggested to modulate the guest’s experience of hotels (and resorts) are discussed. Mention is also made of the nature effect/biophilic design and how it is increasingly being incorporated in total design to help deliver on guest/customer well-being; the latter is a theme that has grown rapidly in relevance for those working in the hospitality sector. Taken together, there are numerous opportunities for hotel managers to ‘sensehack’ their guests’ multisensory experiences through environmental psychology The originality of this review stems from the analysis of the hierarchy of the guest’s senses and an explanation of how multisensory interactions affect sensory marketing in the design of hotel experiences for guests.
... In the hospitality literature, aesthetics has been established as a factor influencing consumers' emotional desire and purchase decisions (Ali & Amin, 2014;Ali, Kim et al., 2016;Baek & Ok, 2017;Magnini & Parker, 2009;Pounders et al., 2015;Tifferet & Vilnai-Yavetz, 2017). Creating an aesthetically pleasing environment by strategically controlling lighting, aroma, layout, décor, temperature, and overall ambience has been recognized as adding value in the restaurant segment (L. Lee et al., 2016;Tsaur et al., 2015). ...
The purpose of this research was to investigate the effect of aesthetics, price fairness, emotions, and behavioral intentions in the sports bar industry and to provide sports bar managers with practical strategies for maximizing the physical environment by employing aesthetics. Using data collected from 507 U.S. sports bar customers, structural equation model analysis was performed which supported the proposed effects of’ aesthetics on behavioral intentions via emotions. We also find that aesthetics and emotions play an important role in customers’ dining intentions in sports bars. Unlike existing studies arguing the significant effect of negative emotion on the perceived price-fairness, we found that the effect of negative emotion does not influence the perception of price-fairness of the consumers in the context of sports bar. Key theoretical and managerial implications for enhancing the patron’s positive valence emotions and aesthetic appeal are discussed.
... These pointers can be effectively integrated into dedicated tourism providers' applications or in other digital ways of communication (Stankov et al. 2019). Here, music, as an integral part of many existing mindfulness applications, could be effectively employed in hotels (Magnini and Parker 2009), for example, to point to mindfulness or to sustain the mindfulness states. It is essential to make an apparent reference to how notifications are employed as they can support the essential pillars of successful co-creation of experiences, such as maintaining transparency, providing access and showcasing any potential risks and disbenefits (Prahalad and Ramaswamy 2004). ...
... İnsan duygularına etki eden fiziki ortam unsurları kuşkusuz ki tüketici davranışlarını da etkileyeceği kanısıyla yapılan bir araştırmada ise müziğin satışlara pozitif yönlü etkileri olduğu tespit edilmiştir (Milliman, 1986;Baker, Levy ve Grewal, 1992;North ve Hargreaves, 1998;Mattila ve Wirtz, 2001;Magnini ve Parker, 2009). Öte yandan yapılan başka bir araştırmada hastane lobisinde kullanılan müziğin stres seviyesini olumlu etkilediği ve hastalarda gevşeme rahatlama durumuna sebep olmaktadır (Tansik ve Routhieaux, 1999:142). ...
Bu çalışmanın amacı otel işletmelerinin ambiyansının otel imajına ve turist memnuniyetine etkisini araştırmaktır. Nicel bir veri toplama yöntemi olan anket tekniğinden faydalanılmıştır. Araştırmanın evreni, Alanya’daki otel işletmelerine gelen turistler oluşturmaktadır. Bu amaçla turistlere yüz yüze anket uygulanarak toplamda 420 anket içerisinde verileri eksik olan 34 anket çıkarılmış ve geriye kalan 386 anket ile çalışmanın analizleri gerçekleştirilmiştir. Araştırma sonuçlarına göre, otel ambiyansının otel imajına ve turist memnuniyetine olumlu etkisi olduğu tespit edilmiştir. Bu bağlamda otel işletmeleri imajlarını güçlendirmeleri için öncelikli olarak oteldeki ambiyansı daha nitelikli hale getirmelidirler. Ambiyans ve imajın güçlenmesi memnuniyeti ve sonrasında sadakati artıracaktır.
... Namin 2017), menu (Wansink and Love 2014a;McCall and Lynn 2008;Hartwell and Edwards 2009a, b), location (Liang and Zhang 2009), and atmosphere (Ryu and Jang 2007;Dutta et al. 2014a, b) affect customer satisfaction and the ultimate brand loyalty. Furthermore, brand loyalty is the outcome of customer satisfaction (Kim et al. 2004;Getty and Thompson 1994;Magnini and Parker 2009;Mohammed Ismail El-Adly, 2018;Hwang et al. 2019). It enables the restaurant patron to decline to move/switch to another restaurant (Palazón and Delgado 2009), no matter how effective the marketing is and whatever the situation is (Rahi et al. 2018). ...
The purpose of this paper is to present an integrative model of predictors and outcome of customer satisfaction in the fast food industry and also examined its effects. Moreover, we also examined the contingent effect of social trust on the relationship between customer satisfaction and brand loyalty. Both offline survey and online survey were conducted with four hundred Pakistani fast food customers; valid data were assessed and analyzed through structural equation modeling and moderation step-by-step approach. Results demonstrate that restaurant stimuli such as food quality, service quality, restaurant atmosphere, restaurant location, price and a variety of food have strong significant effects on customer satisfaction, and customer satisfaction engendered brand loyalty. Social trust has a positive significant impact on the relationship between customer satisfaction and brand loyalty. Customers with high social trust have a positive strong bonding with restaurants than those who held low social trust. This study has practical implications for both restaurateurs and government. Restaurateurs should keep a close eye on the changing needs of the customer, ensure the safety standards of foods, disclose the menu information, and permit to often visit the kitchen; in this way it strengthens consumer specific trust and general trust on society. Moreover, the government can take an initiative to set proper policy and maintain the food safety standards by regulation.
... In this light, tourists' amusement and satisfaction to a great extent depend on the accessibility and exciting nature of tourism related services at a destination (Kariru & Aloo, 2014). The physical condition of a hospitality outlet assumes an essential part in consumer fulfillment and brings about enthusiasm and the possibility of a return to same destination thereby creating a platform for budgetary success (Magnini & Parker, 2009). A few studies have demonstrated that physical and or environmental conditions of a destination assumes a part in building up clients' preutilization mindset before the genuine service is actually rendered (Githiri, 2016). ...
This study sheds light on visitors' preferences in Old Oyo National Park (Nigeria) and how these preferences contributed to their travel experience. A total of 120 visitors were reached via convenience sampling employing questionnaire administration. Their preferences were measured with the aid of a Likert scale and choice cards. Data collected were analyzed using descriptive statistics and conditional logit specification for inferential statistics. The results revealed that entrance fees, availability of affordable chalet accommodation, wildlife viewing opportunities and visits to the relics of the old city wall of Oyo Ile were the significant site predictors of choosing the park as a preferred tourist destination. Easy access within the park and good staff courtesies also had high means of 4.21 and 4.16 respectively, demonstrating site features and hospitality services rendered lends credence to visitor decision on destination choice. The park management needs to continually research on attractions and make efforts at improving such to entice repeat visits.
... In this light, tourists' amusement and satisfaction to a great extent depend on the accessibility and exciting nature of tourism related services at a destination (Kariru & Aloo, 2014). The physical condition of a hospitality outlet assumes an essential part in consumer fulfillment and brings about enthusiasm and the possibility of a return to same destination thereby creating a platform for budgetary success (Magnini & Parker, 2009). A few studies have demonstrated that physical and or environmental conditions of a destination assumes a part in building up clients' preutilization mindset before the genuine service is actually rendered (Githiri, 2016). ...
This study sheds light on visitors’ preferences in Old Oyo National Park (Nigeria) and how these preferences contributed to their travel experience. A total of 120 visitors were reached via convenience sampling employing questionnaire administration. Their preferences were measured with the aid of a Likert scale and choice cards. Data collected were analyzed using descriptive statistics and conditional logit specification for inferential statistics. The results revealed that entrance fees, availability of affordable chalet accommodation, wildlife viewing opportunities and visits to the relics of the old city wall of Oyo Ile were the significant site predictors of choosing the park as a preferred tourist destination. Easy access within the park and good staff courtesies also had high means of 4.21 and 4.16 respectively, demonstrating site features and hospitality services rendered lends credence to visitor decision on destination choice. The park management needs to continually research on attractions and make efforts at improving such to entice repeat visits. Keywords: Old Oyo National Park, Hospitality Services, Visitor Preferences, Site Features, Experiences
... In restaurants, the physical environment plays an important role in the success and the post-purchase intentions of the customers (Githiri, 2017; Magnini & Parker, 2009). The desire to eat in a better and healthier setting has increased in recent years (Ryu & Han, 2010). ...
... These pointers can be effectively integrated into dedicated tourism providers' applications or in other digital ways of communication . Here, music, as an integral part of many existing mindfulness applications, could be effectively employed in hotels (Magnini and Parker 2009), for example, to point to mindfulness and/or sustain the mindfulness states. It is essential to make an apparent reference to how notifications are employed as they can support the essential pillars of successful cocreation of experiences, such as, maintaining transparency, providing access and showcasing any potential risks and disbenefits (Prahalad and Ramaswamy 2004). ...
The practice of meditative mindfulness as a process of bringing a certain quality of attention to moment-by-moment experiences is considered important in achieving subjective wellbeing. In the era of increasing digitization, a new trend in the use of technological devices and smartphone applications has arisen which aims to cultivate mindfulness in everyday lives. This trend holds important repercussions for the development of eTourism, especially in the context of managing and (co-)creating tourist experiences, as attention to and awareness of a present-moment experience represent the pillars of mindfulness. Although there are several studies that discuss meditative mindfulness in the context of tourism, there are no clear directions on how to employ technology-assisted mindfulness in achieving specific business goals, such as to (co-)create tourist experiences. This chapter provides a comprehensive and critical review of technology-assisted mindfulness in the context of tourist experiences. To this end, it first elaborates upon the definition of meditative mindfulness. It, then, takes stock of research on technology-assisted mindfulness, discusses the scope for the co-creation of technology-assisted mindful tourist experiences and analyses the antecedents of their integration into organizational practices of tourism and hospitality enterprises. Finally, the chapter outlines directions for future research.
... It is hypothesized that these revealing images should reduce travelers' anxiety about the travel (Lee and Oh, 2007). Magnini and Parker (2009), added that music emitted from the website can increase the individual's telepresence because such music draws attention to the virtual environment. Heightened telepresence is typically associated with increased arousal and interest in a website since the individual is paying less attention to his/her physical environment. ...
... Pleasing background music, pleasant scent, comfortable temperature, low noise, and adequate lighting may result in favorable perception in customer about the restaurant, and thus may result in their experience more positively. Previous studies have found that atmospheric music can influence customer satisfaction (Magnini & Parker, 2009;Oakes, 2003). Further, Kim and Moon (2009) in their study, provide evidence for the strong association between ambience and perceived service quality. ...
The purpose of this study was to investigate the effect of physical environmental factors on overall service quality, satisfaction, and loyalty of consumers towards multi-cuisine restaurants. A sample of 340 consumers was included in this empirical study, in which consumers' perception on three physical environmental factors: spatial layout, décor and artifacts, and ambience were measured using a pretested scale. Also, this study investigated the role of physical environmental factors on overall service quality of restaurants, student's satisfaction, and their loyalty towards multi-cuisine restaurants. The ambient conditions of the restaurant emerged as a significant predictor of overall service quality. Managerial implications, limitations, and scope for further studies are discussed.
... PE is regarded as one of the limited available tangible cues that serve this purpose and is used by many hotels to create pleasurable experiences and to communicate the nature and reputation of their offers (Nguyen, 2006). Walls et al. (2011) suggested the four PE dimensions of a luxury hotel that can influence the five senses of consumers: ambience, multisensory, space/function, and sign/symbol/artifact. Ambiance, including color, lighting, scent, and background music, can enhance overall guest perceptions and impressions (Countryman and Jang, 2006;Magnini and Parker, 2008). The role of PE has been documented particularly in reflecting, strengthening, and improving the perception of consumers toward a hotel brand in their memory, repositioning the perceptual mapping of guests among competitors, enhancing customer satisfaction, and stimulating purchase and repurchase behaviors (Baker et al., 1994;Bitner, 1990Bitner, , 1992. ...
The concept of affordable luxury has elicited attention among hoteliers in recent years. This study developed and tested an instrument to measure hotel guest experiences of an affordable luxury hotel and investigated the influence of three dimensions of hotel guest experience on brand prestige (BP) namely physical environment (PE), guest-to-staff encounters (GSEs), and guest-to-guest encounters (GGEs). A total of 423 usable self-administered questionnaires were obtained from the guests of an affordable luxury hotel. Exploratory factor analysis and confirmatory factor analysis were used to reduce and confirm the measurement model of the proposed constructs, respectively. Structural equation modeling was adopted to test the proposed relationships. All three dimensions are significant antecedents of BP. PE is the most important, followed by GSEs, and then GGEs. A modified importance–performance analysis (IPA) was conducted by comparing the perceived performance and the derived importance of the guest experience attributes. This demonstrates how individual hotel can use the IPA to identify specific areas of improvement on the hotel guest experience attributes.
... These factors, which are used as mood proxies, can be categorised into three primary subgroups: (a) events on the job; (b) physical working environment and (c) non-job events (exogenous factors). Experiences on the job 4 (such as job performance, social interaction with coworkers and supervisors, work overload, hours worked and supervisor evaluating) and working environment conditions (such as lighting, interior plants, interior color, noise level and music) impact employee's mood (or morale) and so their productivities and performances (see, Lesiuk, 2005;Padmasiri & Dhammika, 2014;Lohr, Pearson-Mims, & Goodwin, 1996;Tennant, 2001;Magnini, & Parker, 2009;Miner, Glomb, & Hulin, 2005;Kwallek, Lewis, & Robbins, 1988;Van Bommel, Van Den Beld, & Van Ooyen, 2002;Akbari, Dehghan, Azmoon, & Forouharmajd, 2013;Badayai, 2012;Bono & Ilies, 2006;Cropanzano & Wright, 1999). Although there is extensive literature on the effect of work-related mood on productivity, there are a limited number of empirical studies on exogenous mood effects and so little is known the role of exogenous variations in workers' mood on their productivity or performance. ...
... The physical environment in restaurants plays an important role in increasing financial performance and the customer's intention to buy again as well as customer satisfaction (Githiri, 2017;Magnini & Parker, 2009). In recent years, the habit of eating in a more elite and healthy environment is increasing (Ryu & Han, 2010a). ...
The aim of the study is to test the validity of the model that determines the effect of the physical environment of upscale restaurants on customer satisfaction and loyalty as well as to test the physical environment factors. The sample group of the study consisted of the customers of five upscale restaurants in Silifke in January-April 2018. A survey technique measuring the physical environment of upscale restaurants (Dinescape) has been used as a data collection tool in the study and descriptive analysis such as arithmetical averages and frequency analysis together with confirmatory factor analysis for construct validity (CFA) and statistical techniques such as exploratory factor analysis (EFA) and reliability analysis have been used to analyze the collected data. Furthermore, the associations between the independent physical environment variable and the dependent variables of satisfaction and loyalty have been analyzed with the Structural Equation Model (SEM). While lighting in terms of the physical environment elements was the most perceived dimension by consumers in the study, it has been determined that the physical environment variable in upscale restaurants has a positive effect on consumer satisfaction and loyalty.
... For instance, the complaints of customers after an accommodation period in a hotel are commonly related to uncomfortable air temperatures and to the difficulty or impossibility of setting the preferred comfort metrics [34]. A survey of the literature showed that a more flexible thermal comfort standard brings environmental and economic improvement [34], while music influenced customers' relaxation [35]. Lighting and colour combinations influence the way guests perceive various spaces, and may also induce some modifications in their behaviour [32] and increase their productivity [36]. ...
Business traveling is attracting growing attention due to the expansion of international markets. This fact calls for an increasing attention of the tourism sector toward the needs of business travellers, who often require services that are different from the ones desired by leisure tourists. The application of smart solutions coming from Context Awareness and Ambient Intelligence aimed at promoting guests’ comfort and well-being, also in cases in which they have special needs, represents a promising solution to tackle business travellers’ requirements and thus, to increase hotels attractiveness and incomes. In this context, this work introduces RoomFort, a smart comfort management system aimed at enhancing comfort of hotel room guests and leveraging on semantic representations of comfort, environment, and sensors. RoomFort provides a set of domain ontologies to formalize comfort-related metrics and to exploit the automatic reasoning capabilities provided by Semantic Web technologies, while gathering data through a network of sensors to ensure guests are provided with tailored comfort profiles during their stays in the hotel. Particular focus has been placed on visual comfort, since indoor lighting features constitute one of the main factors influencing the two main activities that most business travellers accomplish in their hotel room: working and relaxing.
... Yet, scent is the most powerful criterium of ambience. Pleasant scents have appeared as a strong determinant for sales increase, and has gained retail businesses' attention (Chebat et al., 2009;Magnini & Parker, 2009). In addition, the desire of customers to make a purchase can be affected by the aroma. ...
The rapid emergence of restaurants in the country has leaded the foodservice establishment to grow theme restaurants in competitive market to stay relevant with the trend. Therefore, this study aims to identify the atmospheric factors that influence the young customers’ revisit intention into theme restaurants. Quantitative data taken from 200 young customers were analyzed, then, 146 valid questionnaires were returned and the result indicates a statistical relationship between cleanliness and respondents’ revisit intention. Thus, restaurateurs need to understand the importance of physical interiors and their influence on overall guest’s revisit intentions as a guideline and future references. Keywords: restaurant attributes; restaurateur; theme; young customers eISSN 2514-7528 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
... Background music is an ambient environmental variable which is capable of evoking complex emotional, cognitive and physiological responses (e.g., Grewe et al, 2007;Magnini and Parker, 2009;Tansik and Routhieaux, 1999). Studies have revealed that music influences the experience of time (e.g., Bailey and Areni, 2006;Kellaris and Kent, 1992;Kellaris, Mantel and Altsech, 1996;Yalch and Spangenberg, 2000), but the area has been plagued by contradictory findings. ...
Much research in the field of public transport takes the approach that ravel time is lost time and values time as the ratio of the marginal utilities of time and money. As such, travel time is considered as a disutility or cost, but a view is emerging that some people actually enjoy travel time in the act of travel itself, and that travel time can be experienced intrinsically as meaningful and pleasurable. Although time can be spent on different activities (e.g., work, leisure, travel), people only have a limited amount of time to spent, (i.e., twenty-four hours per day), and they will allocate time and money budgets dependent on context and motivation. Following the pioneering work of Becker on the allocation of time, it can be postulated that an hour spent on a meaningful activity is more valuable than an hour spent on a less valuable activity. As such, the value of travel time is not only related to hours and money spent but also to the value of time as experienced by the passenger. In this article we present what the impact is when we look at the psychologically experienced time, using two case studies which show the impact on the service quality of a railway operator.
... Previous studies show that atmospheric music influences the perceptions of customers (Yalch and Spangenberg, 1990;Hui, Dubé and Chebat, 1997;Mattila and Wirtz, 2001). Revealing the senses through music (Ryu and Jang, 2007) has an impact on customer satisfaction (Namkung and Jang, 2008) and relaxation (Magnini and Parker, 2009). The smell in the store is used as a powerful tool to increase the amount of purchase (Mattila and Wirtz, 2001). ...
... Customers' emotions represent their emotional responses. Service companies describe their intangible service features on websites to enhance consumers' positive emotions (Magnini & Parker, 2009). Taylor and Pham (1996) advocate the role of customers' emotions, since they are directly associated with consumer behavior. ...
Sensory marketing enables visualization of intangible services, helping to promote customers’ future hotel experiences. This study investigates how sensory information, brand relationships, and review types affect customers’ responses in the context of the hotel industry. Customers’ response types include narrative persuasion, experiential, emotional, and cognitive responses. Conducting two 2 × 2 scenario-based between-subjects experiments with previous hotel customers in the US, Study 1 confirms the effect of brand relationships on story-format sensory information that promote customers’ transportation experience, brand experience, and emotional responses. Study 2 also identifies effects of review types on story-format sensory information that enhance customers’ transportation experience, brand experience, and trust. Results inform theoretical contributions and practical implications to promote customers’ future experiences.
... Especially, these topics are tools for maximizing royalties and income for restaurant owners in the market. Studies demonstrate that interior design of a cafés/restaurants is a tool for enhancing customers' satisfaction in the dimensions of emotions, attitudes and behavior within the scope of hospitality management [16][17][18][19][20][21]. Besides, the interior design elements have positive attributes for the dimension of customers' perceptual evaluation in purchasing activity [4,7,[22][23][24][25]. ...
In this study, the impact of different seating unit types on subjects' perceptional evaluation of café/restaurant environments has been examined. The scopes for assessment were being ergonomic, privacy and perceptual preferences. The data for this research were obtained from students' ratings of digital pictures for two hypothetical cafés/restaurants. These spaces were prepared exactly the same. The only differences were that one space was furnished with chairs and the other was furnished with booths. Each dining environment was tested by using bipolar scales. Results indicated that cafés/restaurants furnished with booths were considered to be more ergonomic, private, comfortable and less crowded than the cafés/restaurants furnished with chairs. Furthermore, gender differences in evaluation were also examined. Due to the gender differences, findings showed that female subjects perceived cafés/restaurants furnished with booths more positively than male subjects. Additionally, their preferences for seating locations in cafés/restaurants were also different.
... Previous studies show that atmospheric music influences the perceptions of customers (Yalch and Spangenberg, 1990;Hui, Dubé and Chebat, 1997;Mattila and Wirtz, 2001). Revealing the senses through music (Ryu and Jang, 2007) has an impact on customer satisfaction (Namkung and Jang, 2008) and relaxation (Magnini and Parker, 2009). The smell in the store is used as a powerful tool to increase the amount of purchase (Mattila and Wirtz, 2001). ...
... Music is used not only to stimulate emotions and mood (Chebat et al., 1995;Ryu and Jang, 2007) but also to affect purchasing intentions (Areni and Kim, 1993;Baker et al., 1992). Overall, previous studies centered on the service sector have indicated that the use of music can affect customer perceptions of the place, relaxation and satisfaction, increase or decrease overall shopping time (Hui et al., 1997;Magnini and Parker, 2009;Mattila and Wirtz, 2001;Yalch and Spangenberg, 2000). In addition, color, lighting, smell, temperature, and spatial layout can all influence customers' emotional responses (Areni and Kim, 1993;Chebat and Michon, 2003;Hui et al., 1997;Lin, 2004;Morrin and Ratneshwar, 2003;Turley and Milliman, 2000). ...
The Halal industry is expansive and continually evolving, presenting a range of challenges in the global arena. Particularly, the increased competition among Singaporean tourists visiting Malaysia underscores the importance of comprehending factors influencing their likelihood of returning. As Islamic value concerns the reinforcement of service provider’s commitment to deliver the best effort, the factor shaping tourists’ loyalty and desire to revisit Islamic food services, particularly Halal restaurants, is still vague. Therefore, this study delves into the impact of services, specifically service quality, physical environment, and price perception, on the intentions of Singaporean tourists to revisit Halal food restaurants in Malaysia. Employing a quantitative research approach, the study engaged 75 respondents through online survey distribution. The results reveal that tourists’ decisions to revisit Halal restaurants are primarily shaped by service quality and price perception, rather than the physical ambiance of the restaurant. These findings shed light on the determinants of tourists revisiting Halal eateries and contribute to the existing body of research in this domain.
Travel and tourism advertising is critical in developing positive associations to attract visitor patronage and build sustainable post-pandemic tourism. An important part of an advertising message is delivered through voice and other aspects of audio, for example, music. However, how audio features impact viewers of travel and tourism advertisements remains unexplored in the research. This study implements advanced audio analytics to test how various features impact upon viewers. The results show that voice quality is important in developing positive affect; advertisement viewers prefer speakers with quieter voices (less mean intensity) that have a higher level of clarity (higher harmonics-to-noise ratio). This can be explained via the heuristic route of the heuristic-systematic model. Music tempo was found to be important in stimulating reactions from advertisements, with faster music being associated with a higher level of positive affect. The paper concludes with practical and theoretical implications, limitations, and suggestions for future research.
The development of the architectural design of public buildings is a prerequisite for the development of urbanism in urban societies. Public dining spaces (PDS) have a distinctive place in contemporary shopping and entertainment spaces. Public dining spaces physical environment elements (PDPEE) requires to be studied and tested from the users' point of view, the study was conducted in 6 (PDS) in Cairo, Egypt, a structural questionnaire was distributed to visitors of (PDS), (PDPEE) was summarized in 5 elements. Based on the literature review, the quality of the questionnaire was confirmed by the Alpha Cronbach test. In order to inspect the opinion of (PDS) visitors about the priorities of (PDPEE) and its association with the emotion state (ES), behavior intentions (BI) the study utilized a two-step methodology based on I. Confirmatory factor analysis (CFA). II. Structural equation model (SEM), Results are analyzed based on SPSS, AMOS software, to generate the results, the study relied on the Spearman test and chi-square test, as for the results’ validation, confidence intervals, effect size was calculated for the previous tests, the results indicated that lighting and finishing materials in particular and aesthetic elements in general are the most important elements of (PDPEE). Clearly, this study illustrates that there is a close direct correlation between (PDPEE)/(ES) and (BI), the relationship between comfort emotion (CE) generated from (PDPEE) and the visitors’ age, the visit day (VD), the visit time (VT) in the morning or evening is proven, while pleasure emotion (PE) has a correlation with (VD) only.
Hızla değişen tüketim davranışlarına ayak uydurmaya çalışan perakende sektörü açısından mağaza atmosferi ve mağaza içi müzik kavramları giderek önem kazanmaktadır. Çünkü, yapılan araştırmalar her iki kavramın da tüketici satın alma davranışlarını etkilediğini göstermektedir. Bu çalışmada, mağaza içi atmosfer ile arka plan müzik hizmetlerinin tüketici davranışlarına yönelik etkilerine ilişkin kapsamlı bir literatür taraması gerçekleştirilmiştir. Mağaza içi müzik hizmetlerinin tür, ritim, tempo ve vokal bakımından tüketiciler üzerindeki etkileri kapsamlı olarak incelendiğinde, müziğin tüketicilerin satın alma davranışlarına yönelik olumlu etkilerinin bulunduğu sonucuna ulaşılmıştır. ABSTRACT The concepts of store atmosphere and in-store music are becoming increasingly important for the retail sector that is trying to keep up with the rapidly changing consumption behaviors. Because, researches highlight that both concepts affect purchase behaviors of the consumers. In this study, a comprehensive literature review on the effects of in-store atmosphere and background music services on consumer behavior has been conducted. As the effects of in-store music services on consumers in terms of genre, rhythm, tempo and vocals are examined in details, it is concluded that music has positive effects on purchasing behavior of consumers.
This study investigates the antecedents and consequences of brand satisfaction with the moderating role of type of barista. For this, data were collected from customers who used a coffee shop operated by robot baristas and customers who used a coffee shop operated by human baristas. The data analysis results showed that the four types of brand experience, such as sensory, affective, behavioral, and intellectual brand experiences, help to enhance brand satisfaction, which positively affects brand attitude, brand attachment, and brand loyalty. Finally, the type of barista plays a moderating role in the relationship between (1) sensory brand experience and brand satisfaction and (2) intellectual brand experience and brand satisfaction.
Comfortable accommodation is an important item in the plan of a visitor to a recreation site. This study focused on visitors' satisfaction with the physical attributes of the guest house at the Ikogosi Warm Spring Resort, Ekiti State, Nigeria. Ninety-eight (98) visitors that were willing to participate in the study were selected for the administration of a well-structured questionnaire. Data were analysed descriptively. Results indicated that 69.4% of the respondents were researchers, 49% visited once in a month while the rest visited once in a week, twice in a week, once in two weeks or rarely. Cleanliness of drinking water, well-designed furniture, neat guest house environment and floor, serene environment, parking space availability were highly ranked as factors of satisfaction with the guest house. The physical attribute which reveals visitors' satisfaction with the guest house at the Ikogosi Guest house should be improved upon to increase patronage.
Restoran Atmosfer Yönetici Bursa Öz Hizmet sektörü içinde yer alan yiyecek ve içecek işletmeleri tüketiciler için çok önemli hale gelmiştir. Artık müşterilere sadece ihtiyaçlarını gidermesi için yeme ve içme hizmeti vermek yeterli olmamakta, ürünlerini sundukları yerlerinin atmosferine de dikkat etmeleri gerekmektedir. Bu noktadan hareketle, araştırmanın amacı, restoran yöneticilerinin restoran atmosferini oluştururken dikkat ettikleri unsurların ortaya çıkarılmasıdır. Belirtilen amaç doğrultusunda Bursa'da faaliyet gösteren 7 restoran işletmesi yöneticisine yüz yüze görüşme tekniği kullanılarak sorular sorulmuştur. Sorular DINESCAPE ölçeğine dayanılarak hazırlanmıştır. Araştırma sonucunda yöneticilerin tesis estetiğini oluştururken kişisel zevklerini ön planda tuttukları; restorandaki ambiyans unsurlarında ise fon müziği tercihlerini genellikle internet kanallarından belirledikleri; aydınlatmada ise göz yormayan ve sade araçları tercih ettikleri belirlenmiştir. Ayrıca, masa düzeni unsurunda ise çoğunlukla Amerikan servislerin ve konsepte uygun örtülerin tercih edildiği; mekânsal düzen boyutuyla ilgili olarak, genellikle oturma düzeni müşteri rahatlığına ve kolay birleştirebilme yapabilmeyi imkân sağlayacak şekilde tercih ettikleri tespit edilmiştir. Son olarak ise, personelin davranışları konusunda, insani ve sosyal diyaloglar ile güler yüzün önemli olduğu ortaya çıkmıştır. Keywords Abstract Restaurant Atmosphere Manager Bursa Makalenin Türü Araştırma Makalesi Food and beverage establishments in the service sector have gained importance. It is no longer sufficient to provide food and beverage services to meet the needs of customers. In addition, food and beverage establishments should pay attention to the atmosphere of the place where they offer their products. The aim of this research is to reveal the elements that restaurant managers pay attention to when creating a restaurant atmosphere. For this purpose, 7 restaurant manager operating in Bursa were asked questions using face to face interview technique. The questions were based on the DINESCAPE scale. As a result of this research, managers create personal aesthetics at the forefront of personal tastes; background music preferences in the ambience elements of the restaurant are usually determined via internet channels; lighting means of the lighting element are preferred and provide a simple illumination that is easy on the eye; in the layout of the table, covers which are suitable for American services and concept are preferred. According to the data obtained from the spatial order element; they often prefer seating arrangements for customer comfort and ease of integration, and finally smiling faces and human and social dialogues are important for the behavior of staff.
Hizmet uzantıları, tüketici beklentilerini ve algılarını yöneterek müşteri memnuniyetinin
oluşmasında önemli bir etkendir. Otel işletmelerinin temel amaçlarından biri tüketici
memnuniyetini sağlamaktır. Bunu sağlamanın yollarından biri de hizmet uzantılarını en iyi
düzeye getirmektir. Bu noktadan hareketle araştırmanın amacı, otel işletmelerinde tüketicilerin
hizmet uzantısı algılamaları ile memnuniyet düzeyleri arasındaki ilişkiyi belirlemektir. Bunun
için, Çanakkale il sınırları içerisinde bulunan üç ve üzeri yıldızlı otel işletmelerinde konaklayan
368 yerli turiste anket uygulaması yapılmıştır. Araştırma sonuçlarına göre, otel işletmesinde
konaklayan tüketicilerin hizmet uzantılarını algılama düzeyleri yüksek düzeydedir. Ayrıca, otel
içi değişkenler, otel içi yerleşim yeri değişkenleri ve otel çalışanları ile ilgili değişkenler otel
tüketici memnuniyetini olumlu yönde etkilemektedir. Diğer taraftan, otel dışı değişkenlerinin ve
otel kayıt yeri değişkenlerinin tüketici memnuniyeti üzerinde istatistiki olarak anlamlı bir etkisi
bulunmamaktadır.
This exploratory research attempts to identify the potential of building theories within the field of hospitality management. A systematic scan of 9,364 peer-reviewed publications during the years 2002 to 2017 was conducted to assess the use of borrowed theories from other disciplines. A total of 423 theories were borrowed and used in support of research constructs and hypotheses. Projections based on the frequency of use revealed four distinct stages of progression in theory usage during the past 16 years, with accelerated use during the past 5 years. Theories from psychology were most often used, followed by economics, sociology, management, and marketing disciplines. The planned behavior theory, agency theory, and social exchange theory were used in multiple studies. The intent is to emphasize the need for the most appropriate theories within hospitality, focusing on service and people-oriented disciplines. This study provides preliminary information helpful in initiating a theory-building process.
Purpose
This research investigated the effect of hotel aesthetics as represented in on-line spaces (e.g. OTA website) in prospective guests’ evaluation of expected service quality and booking intentions, as well as the interplay between aesthetic and functional values as related to those outcomes.
Design/methodology/approach
A scenario-based experimental design was conducted with 203 Chinese respondents. A between-subject two way MANCOVA (high vs. low aesthetic value; high vs. low functional value), which also controlled for respondents’ individual tendency to appreciate beauty, was employed.
Findings
Results showed that high aesthetic value hotels are more likely to be booked and perceived as able to deliver better services in SERVQUAL dimensions Tangibles, Reliability, and Assurance. There are no significant effects for Responsiveness and Empathy. Given the presence of the aesthetic effect, hotel functional value has no impact on the outcome variables.
Practical implications
Practical implications – Hotel managers are recommended to employ professional photographer-artists who are aware of the aesthetic value of hotels and can translate this value into IT-mediated spaces. Such professionals should be able to create a composition that balances the elements of classic (e.g. symmetry vs. asymmetry) and expressive (e.g. color) aesthetics.
Originality/value
This research brings out a number of insights form the product experience literature in the hospitality context and points to the limitations of the product visual attractiveness in engendering positive service quality evaluation.
Music is a self-evident crucial part of the human experience across cultures, with artefacts dating as far back as the last Ice Age. Music is, as well, an essential aspect of human communication, profoundly influencing the meaning of communication, perception, and behaviour. Music’s critical role is recognised in many disciplines, including anthropology, sociology, psychology, neuroscience, medicine, and marketing. The objective of this Issues and Opinions paper is to discuss theoretical insights concerning the effects of music stimuli, and to describe how that insight applies to Information and Communication Technology (ICT) contexts. As ICT becomes ever more ubiquitous, and as background music becomes ever more an integral part of ICT interfaces, including music in IS research presents increasing theoretical and practical importance.
Extending the research of North and Hargreaves (1998)¹, this study investigates the influence of three different musical styles, namely lounge, pop and jazz on perceived atmosphere and sales in a school cafeteria. Interviews and questionnaires were conducted to acquire information about the patrons' perception of the characteristics of the cafeteria. Results indicate that there is significant differences between perceived characteristics and the three different musical styles. However, there was no significant difference between the music styles played and the purchases made during the testing period nor between the product items sold and the music played. The results of this research contribute to the better understanding of the consumer behaviour and can be used for commercial purposes.
As consumers experience a greater squeeze on their time, even short waits seem longer than ever before. If firms can improve customers’ perceptions of the time they spend waiting to be served, then customers will experience less frustration and may feel more satisfied with the service encounter. This paper examines customer perceptions of waiting in line and investigates methods for making waiting more tolerable.
That music affects human beings in various ways has probably been presumed as long as people have played music. Many marketing practitioners already accept this notion, given that music is increasingly used as a stimulus in the retail environment as well as in radio and television advertising. Yet, fewer than 20 published empirical studies in marketing have music as their focus. The author reviews the small body of marketing literature, surveys relevant literature outside marketing, and provides research propositions to guide future studies.
This study tests the Mehrabian-Russell environmental psychology model in retail settings. The results suggest that store atmosphere engendered by the usual myriad of in-store variables, is represented psychologically by consumers in terms of two major emotional states - pleasure and arousal - and that these two emotional states are significant mediators of intended shopping behaviors within the store. The practical value of this approach is that retailers may be better able to explain and predict the effects of in-store changes on shopping behavior.
Queueing environment and feedback regarding the likely magnitude of the delay can also influence customer attitudes and ultimately, in many instances, a firm's market share. Even if we focus on the wait itself, the 'outcome' of the queueing experience may vary nonlinearly with the delay, thus reducing the importance of average time in queue, the traditional measure of queueing performance. This speculative paper uses personal experiences, published and unpublished cases, and occasionally 'the literature' to begin to organize our thoughts on the important attributes of queueing.
Previous research has examined mood as an antecedent of various consumption-related outcomes and has explored how consumers react to their moods via attempts at self-regulated consumption-based mood management. However, little attention has addressed mood as an affective outcome that reflects the dynamic unfolding of consumer experiences over time. The present study explores the latter issue and proposes a model of the mood-updating process wherein future mood depends on past mood as altered by evaluative judgments that are, in turn, influenced by consumption experiences, by predispositions, and by the previous mood itself. An empirical example illustrates this mood-updating model in the case of listening to music. © 2000 John Wiley & Sons, Inc.
This field study investigated the extent to which stereotypically French and German music could influence supermarket customers' selections of French and German wines. Music with strong national associations should activate related knowledge and be linked with customers buying wine from the respective country. Over a 2-week period, French and German music was played on alternate days from an in-store display of French and German wines. French music led to French wines outselling German ones, whereas German music led to the opposite effect on sales of French wine. Responses to a questionnaire suggested that customers were unaware of these effects of music on their product choices. The results are discussed in terms of their theoretical implications for research on music and consumer behavior and their ethical implications for the use of in-store music. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Attempted to determine what effect different types of background music might have upon counseling interaction in initial interviews. Ss were 6 female graduate students acting as counselors, and 18 female undergraduates acting as clients. Each counselor interviewed 3 clients under conditions of soothing music, stimulating music, or no music. Results indicate that soothing music promoted more interaction and more affective interaction than either stimulating music or no music. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Using a quasi-experimental design, this study examined relations between stereo headset use and employee work responses. Employees (
N = 256) worked on 32 jobs in an office of a retail organization. Employees indicated whether they were interested in using stereos at work. From those expressing an interest, a random sample (
n = 75) was assigned to a stereo condition. These employees used headsets at work for 4 weeks. The remaining employees (
n = 181) were assigned to a control condition and were not allowed to use stereos. Results indicated that employees in the stereo condition exhibited significant improvements in performance, turnover intentions, organization satisfaction, mood states, and other responses. The mood state of relaxation best explained the relation between stereo use and performance. Finally, employees in relatively simple jobs responded most positively to the stereos. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
The self—a sense of who and what we are—is suggested as an organizing construct through which people's everyday activities can be understood. Life's mundane tasks and the consumer behaviors necessary to enact them are cast in a perspective of self little used by consumer psychologists—social—identity theory. Two structural modeling studies in support of the perspective are reported. The results of the first one imply that people use products to enact one of their social identities and that products relate only indirectly to the overall or global self. The second study indicates that the frequency with which activities are performed depends on the salience of the identity they represent and that such salience, in turn, depends on several enabling factors. Taken together, the studies provide theoretical support for the common-sense notion that we are attracted to products that are consistent with, and that enable the enactment of, the various social identities which make up our sense of self; the more important an identity to us, the more attractive its associated products.
Physical stores provide the main context for studies on retail atmospherics. Because e-tail stores differ meaningfully from physical stores, e-tail atmospherics is a distinct research domain. Eroglu, Machleit, and Davis (2001) provide a framework for the study of e-tail atmospherics. We extend that framework by introducing the concept of dual environments, integrating multidisciplinary research on virtual environments, and making conceptual and methodological suggestions for future e-tail atmospherics research.
Our possessions are a major contributor to and reflection of our identities. A variety of evidence is presented supporting this simple and compelling premise. Related streams of research are identified and drawn upon in developing this concept and implications are derived for consumer behavior. Because the construct of extended self involves consumer behavior rather than buyer behavior, it appears to be a much richer construct than previous formulations positing a relationship between self-concept and consumer brand choice.
Replicates, in a naturalistic setting, a prior finding which supported that portion of the "arousal hypothesis" which predicts that a certain degree of noise will actually increase activity. Music was varied from loud to soft in 8 counterbalanced experimental sessions in 2 large supermarkets (N = 1100). The "arousal hypothesis" seems to account for the results: significantly less time was spent in the markets during the loud session, although there was no significant difference in sales, nor in the customers' reported satisfaction.
AN EXPERIMENT WAS DESIGNED TO LOOK AT THE EFFECTS OF 4 TYPES OF MUSIC, VS. NO MUSIC, ON THE QUANTITY AND QUALITY OF PRODUCTION AND THE ATTITUDE OF WORKERS ENGAGED IN THE ROUTINE TASK OF ASSEMBLING AND PACKING SKATEBOARDS. SS WERE 26 ASSEMBLY-LINE PERSONNEL AGES 18-23. 4 TYPES OF MUSIC WERE PLAYED: DANCE, SHOW, FOLK, AND POPULAR. THESE WERE CONTRASTED WITH PERIODS DURING WHICH NO MUSIC WAS PLAYED. MUSIC CONDITIONS WERE BALANCED WITH RESPECT TO DAYS OF THE WEEK OVER A PERIOD OF 5 WK. RESULTS SHOWED THAT, WHILE EMPLOYEES HAD A HIGHLY FAVORABLE ATTITUDE TOWARD MUSIC AND THOUGHT THEY DID MORE WORK WITH IT, THERE WAS NO CHANGE IN MEASURED PRODUCTIVITY.
Previous research has examined mood as an antecedent of various consumption-related outcomes and has explored how consumers react to their moods via attempts at self-regulated consumption-based mood management. However, little attention has addressed mood as an affective outcome that reflects the dynamic unfolding of consumer experiences over time. The present study explores the latter issue and proposes a model of the mood-updating process wherein future mood depends on past mood as altered by evaluative judgments that are, in turn, influenced by consumption experiences, by predispositions, and by the previous mood itself. An empirical example illustrates this mood-updating model in the case of listening to music. (C) 2000 John Wiley & Sons, Inc.
Although a considerable amount of research in personality psychology has been done to conceptualize human personality, identify the ''Big Five'' dimensions, and explore the meaning of each dimension, no parallel research has been conducted in consumer behavior on brand personality, Consequently, an understanding of the symbolic use of brands has been limited in the consumer behavior literature. In this research, the author develops a theoretical framework of the brand personality construct by determining the number and nature of dimensions of brand personality (Sincerity, Excitement, Competence, Sophistication, and Ruggedness). Tc, measure the five brand personality dimensions, a reliable, valid, and generalizable measurement scale is created. Finally, theoretical and practical implications regarding the symbolic use of brands are discussed.
This paper critically reviews the literature available and presents an empirical study that examines the effects of background music on in-store shopping behavior. It finds that music tempo variations can significantly affect the pace of in-store traffic flow and dollar sales volume.
Voice-to-voice (V2V) encounters are interactions that occur between the company and the customer via a telephone. One critical aspect of the V2V encounter is the waiting time that occurs before the customer talks with a service employee. This article investigates two perception management techniques: information cues and music. In particular, estimated wait times, number in the queue, presence of music, and music valence are all investigated. The main findings are that playing of music, especially music that the customer likes, reduces the perception of waiting time and increases satisfaction. Information cues were not found to affect perception of the wait or satisfaction.
This paper will critically review the limited literature available on the topic and present an empirical study that examines the effect of background music on the behavior of restaurant customers. It was found that music tempo variations can significantly affect purchases, length of stay, and other variables examined.
Consumers' perceptions of brand personality, décor, and service quality are often regarded as integral drivers of satisfaction judgments and loyalty towards hospitality businesses. Therefore, this study extends existing atmospherics research by testing the influence of music on consumers' perceptions of brand personality, décor and service quality in a laboratory experiment conducted on undergraduate business students in a fine dining restaurant setting. Findings indicate that music does have an influence on perceptions of brand personality and décor, but does not appear to have a significant impact on perceptions of service quality.
The effect of music-induced pleasure and arousal on consumers' desire to affiliate in buyer-seller interactions were investigated in the context of bank services. Background music was manipulated using classical music extracts pretested to vary in pleasure (low, moderate, and high) and arousal (low, moderate, and high) according to the Affect Grid (Russell, Weiss, & Mendelsohn, 1989). Independent and interactive effects of music-induced pleasure and arousal on consumers' desire to affiliate were found. Higher desire to affiliate was associated with more pleasure and more arousal; pleasure had a stronger positive impact under low and high arousal than under a moderate level, and arousal had a stronger effect under low and high pleasure compared to moderate level. Theoretical and practical implications of the results are provided. © 1995 John Wiley & Sons, Inc.
One might be tempted to dismiss the preceding statement, made at a Pennsylvania Governor’s Conference on Natural Beauty, by the Conference Chairman, Frank Masland, Jr., as the sort of rhetoric expected of a keynote speaker at such a gathering. Yet, though there may be no scientific evidence whatsoever to support the rather sweeping assertion concerning the power of beauty and ugliness to exert such profound effects on human beings (and this writer knows of none), it may well reflect commonly held beliefs about the impact of the aesthetic quality of the environment on the individual. Such convictions have, of course, been expressed for centuries by philosophers, naturalists, writers, etc., and are certainly not limited to laymen, or politicians, even today, as reflected in the following quote from an environmentally concerned biologist in a letter in Science:
...has there been, or will there soon be sufficient selection by polluted metropolitan environments to erase man’s unspoken needs for open spaces, wild mountains, clean lakes, or small towns? Does Dobzhansky mean it is desirable to permit (let alone encourage) adaptation to New York-type cities, their bleak lifeless canyons of stone crawling with humanity, their noisy streets and overcrowded subways?... I don’t know whether Dobzhansky has forgotten what it was like to walk the dunes in solitude or to swim in the ocean, but to most humans... it is pleasanter than basking in 5 P.M.traffic on Fifth Avenue (Iltis, 1967).*
A dynamic model of personal control is proposed in this paper. Personal control is defined as the individual's beliefs, at a given point in time, in his or her ability to effect a change, in a desired direction, on the environment. Individuals in organizations are viewed as desirous of increasing their personal control. It is argued that employees of organizations persist in their attempts to restore a balance in their control perceptions, even when desired outcomes may not be attainable. Managerial implications of the model are described.
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Valarie Zeithaml
A total of 90 hotel, restaurant, and pub managers completed unstructured telephone interviews exploring their implicit theories of how atmospheric music affects consumer behavior. Many of the implicit theories emerging in the interviews were grounded in previous research, but others had no obvious counterparts in the literature. The more novel theories suggested that atmospheric music: must follow circadian rhythms to be effective; encourages or discourages anti-social behavior; and blocks out annoying and intrusive background noise. Each of the 14 industry-based explanations of the effects of music is compared with results reported in the academic literature, and directions for future research on the effects of atmospheric music are identified.
The effects of background music have been widely studied in the literature but few studies have tested effects of music in commercial settings. An experiment was carried out in a bar to test influence of three different styles of music on patrons. According to a random assignment, patrons were exposed to Top 40 music, which was usually played in the bar, cartoon music or drinking songs. Results showed that drinking songs appeared to increase the length of time customers stayed in the bar and the average amount spent. A congruency hypothesis is used to explain these findings.
Two experiments were conducted to determine the effects of different types of background music on verbal interaction in small
group discussions. In the first experiment, soothing music, stimulating music or no music provided the background for discussions
which required the group to reach a consensus in ranking the correctness of eight opinion-type statements. The soothing music
groups had more verbalizations and took longer to reach a consensus, though the differences were not statistically significant.
In the second experiment, the same conditions were used, but the discussion topic was changed to one which required the group
to reach a consensus on the truthfulness of 11 statements based on a very brief story. The soothing music groups had significantly
more verbalizations and again took longer, but were not more accurate. Possible reasons for these effects and implications
for music therapy are discussed.
Reports results of a series of experiments on the experience of time, especially duration. The idea that the duration experience is determined by "storage" size and data on the lengthening of duration under LSD, the effects of a successful or a failure experience on duration perception, and coding processes and time perception are discussed. (6 p ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
The scrappage of 88 female radio-tube assemblers was found to be reduced by the playing of recorded music. When all of the music was either fast or slow, the most beneficial results were obtained. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Identifies and measures relevant variables (e.g., color, heat, light, and sound) involved in environmental psychology and fits them into a systematic framework. It is proposed that environmental stimuli are linked to behavioral responses by the primary emotional responses of arousal, pleasure, and dominance. (31 p ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Customer phone contact with companies is a service encounter that can turn out to be a liability if customers perceive their time on hold as too long or unenjoyable. This paper reports on two studies that demonstrated that different waiting conditions (silence, music, or choice of listening alternatives) affected customer-perceived waiting time and customer perception/satisfaction with the company. © 1997 John Wiley & Sons, Inc. and Direct Marketing Educational Foundation, Inc.
The study of any problem involving waiting situations invariably assumes that people dislike having to wait. The analysis of queueing problems usually prescribes that some costs should be associated with the time people spend waiting to be served. These are usually considered to be of an economic nature, though the existence of other costs of a psychological nature is accepted. It is generally accepted that after having to wait for a certain amount of time, anxiety and stress start to build up in an individual, due both to the sense of waste and the uncertainty involved in a waiting situation. This work provides a theoretical basis for analysing this building up process as it occurs during the waiting period. It is proved that, under very general conditions, the resulting psychological stress accumulated during the process is a marginal increasing function of the waiting time, and some strategies to minimise it are developed. The results obtained give theoretical support to the usual assumptions underlying the development of systems to provide “real time” information to people in waiting situations. This is especially important in the operation of public transportation systems. The results also provide theoretical support to the “convex” treatment usually given to the waiting cost function in queueing problems.
This article examines the effects of music on consumers' reactions to waiting for services. An experimental study was conducted to test three different constructs—perceived wait duration, emotional evaluation of the service environment and emotional response to the wait—as mediators between music and behavioral response to the service organization. Results of the study showed that, regardless of its valence, music ameliorates emotional evaluation of the service environment which in turn positively affects approach behavior towards the service organization. Furthermore, positively valenced music triggers a more positive emotional response to the wait and a stronger approach behavior towards the service organization than negatively valenced music. Although positively valenced music also increases perceived wait duration, the latter does not have a significant effect on consumers' behavioral response to the service organization.
The perceived duration of a time period may be influenced by properties of environmental stimuli that fill the period. Because music is often present in consumer environments, we conducted an experiment to explore the influence of a musical stimulus property (modality) on listeners' estimates of the duration of a time period. Findings suggest that perceptions of duration are influenced by music in a way that contradicts conventional wisdom (i.e., the "time flies when you're having fun" hypothesis). Perceived duration was longest for subjects exposed to positively valenced (major key) music, and shortest for negatively valenced (atonal) music. Thus, time did not fly when an interval was filled with affectively positive stimulation. An alternative hypothesis based on attentional and retrieval processes is supported. Implications for the design of consumer environments and for future research are discussed.
Despite the hotel industry looking to develop global brands, the industry must be careful that these global chains do not become price-based commodities. This paper explores the importance of an integrated approach to brand development in the hotel industry. It identifies that an integrated brand message can only come from companies being able to 'say it, do it and confirm it' with their markets and that they must also internalise such messages with their employees. Acquisition by corporate entities and the subsequent problem of de-branding of established brands is also examined. In order to develop a long-term sustainable advantage, this paper identifies that an integrated branding approach is a strategy that can work providing it clearly differentiates the chain from its competition.
Thesis (M.M. Ed.)--University of Kansas, Music Education, 1957. Includes bibliographical references.
Thesis (M.M. Ed.)--University of Kansas, Music Education, 1956. Includes bibliographical references.
Typescript. Thesis (Ph. D.)--University of Florida, 1994. Vita. Includes bibliographical references (leaves 359-385).