Accounting for the Joint Effects of the Servicescape and Service Exchange on Consumers’ Satisfaction Evaluations

Karthik Namasivayam · Anna S. Mattila

81 citations0/0 files storedJournal of Hospitality & Tourism Research

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

Abstract

This study reports the results of a study designed to evaluate the effects of a service exchange on consumers’ satisfaction after accounting for the effects of the servicescape. An experimental design was adopted to show that servicescapes have an effect on individuals’ preexisting mood states. Consumers’ moods after they had been exposed to the servicescape were crossed with two service exchange states: good and bad. Their reported level of satisfaction was measured. Results indicate that servicescapes have an important effect on consumers’ mood states. Direct effects of servicescape type and service exchange are reported and managerial implications discussed.

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References

1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2025Advances in Consumer Research 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2010Satisfaction: a behavioral perspective on the consumer 1985Measuring the Involvement Construct 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.

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