Author:
Wakefield Kirk L.,Blodgett Jeffrey G.
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.
Reference12 articles.
1. Anderson, J.C. and Gerbing, D.W. (1988), “Structural Equation Modeling in
Practice: A Review and Recommended Two‐step Approach”, Psychological
Bulletin, Vol. 103, pp. 411‐23.
2. Bateson, J.E.G. and Hui, M.K. (1992), “The Ecological Validity of
Photographic Slides and Videotapes in Simulating the Service
Setting”, Journal of Consumer Research, Vol. 19, September, pp. 271‐80.
3. Bitner, M.J. (1992), “Servicescapes: The Impact of Physical Surroundings
on Customers and Employees”, Journal of Marketing, Vol. 56,
April, pp. 57‐71.
4. Cronin, J.J. and Taylor, S.A. (1992), “Measuring Service Quality: A
Reexamination and Extension”, Journal of Marketing, Vol. 56,
July, pp. 55‐68.
5. Eroglu, S.A. and Machleit, K.A. (1990), “An Empirical Study of Retail
Crowding: Antecedents and Consequences”, Journal of Retailing, Vol.
66, Summer, pp. 201‐21; Marketing Science, Vol. 20, Summer, pp. 217‐24.
Cited by
377 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献