Uncovering Dimensionality in the Servicescape: Towards Legibility

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105 citations0/0 files storedService Industries Journal

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

Abstract

The type and level of service offered in the service sector is relatively homogenous, and notoriously difficult to distinguish. Company servicescapes are important differentiators and indicators of quality vis-à-vis image and competence. The paper develops an exploratory and conceptual framework that delineates the dimensions of service environments, emphasising those factors that can be successfully manipulated by management. Fieldwork examined a dynamic service environment and analysis revealed that the legibility of the setting (e.g., clear signage and spatial appearance) influenced peoples' moods generally. Analysis suggested that general layouts and legible signage help to induce positive moods, and therefore positive images of the service providers.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1966The Scree Test For The Number Of Factors 2025Advances in Consumer Research 1996The Behavioral Consequences of Service Quality 1957The Measurement of Meaning 1974An approach to environmental psychology

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2012The effect of the servicescape on customers’ behavioral intentions in an international airport service environment 2015Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions 2010The relative importance of service features in explaining customer satisfaction 2019How do customers respond to the hotel servicescape?2016Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant

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