Accounting for Temporality in Servicescape Effects on Consumers' Service Evaluations

Karthik Namasivayam · Ingrid Y. Lin

28 citations0/0 files storedJournal of Foodservice Business Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Consumer Retail Behavior Studies Customer Service Quality and Loyalty Facilities and Workplace Management

Abstract

Service organizations realize that the physical environment in which a service is provided has important effects on a consumer's service evaluation. This paper disassembles and traces the differential effects servicescapes have on consumers' service evaluations. First, consumer evaluations are placed on a temporal continuum. Next, the effects of the servicescape on such evaluations at various points on the continuum are described. Arguments are also presented in this paper suggesting that servicescapes influence consumers' service exchange evaluations differently depending on whether they are first time or repeat service exchanges. It is suggested that future studies exploring the relationships between servicescapes and consumers' service evaluations should account for the differential effects highlighted in this paper.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 28 citations exist upstream.

References

1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2017The Motivation to Work 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 1987Handbook of environmental psychology 1974Atmospherics as a Marketing Tool 2000Service Management and Marketing: A Customer Relationship Management Approach

Cited by

2014In-flight physical surroundings: quality, satisfaction, and traveller loyalty in the emerging low-cost flight market 2013The moderating role of nationality on the satisfaction loyalty link: evidence from the tourism industry

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.