An expanded servicescape perspective

Abstract

Purpose -The purpose of this paper is to put forth an expanded servicescape framework that shows that a perceived servicescape comprises physical, social, socially symbolic, and natural environmental dimensions. Design/methodology/approach -This conceptual paper offers an in-depth literature review on servicescape topics from a variety of disciplines, both inside and outside marketing, to advance a logical framework built on Bitner's seminal article (1992). Findings -A servicescape comprises not only objective, measureable, and managerially controllable stimuli but also subjective, immeasurable, and often managerially uncontrollable social, symbolic, and natural stimuli, which all influence customer approach/avoidance decisions and social interaction behaviors. Furthermore, customer responses to social, symbolic, and natural stimuli are often the drivers of profound person-place attachments.Research limitations/implications -The framework supports a servicescape paradigm that links marketing, environmental/natural psychology, humanistic geography, and sociology. Practical implications -Although managers can easily control a service firm's physical stimuli, they need to understand how other critical environmental stimuli influence consumer behavior and which stimuli might overweigh a customer's response to a firm's physical dimensions. Social implications -The paper shows how a servicescape's naturally restorative dimension can promote relief from mental fatigue and improve customer health and well-being. Thus, government institutions (e.g. schools, hospitals) can improve people's lives by creating natural servicescapes that have restorative potential. Originality/value -The framework organizes more than 25 years of servicescape research in a cogent framework that has cross-disciplinary implications.

An exploration of the effect of servicescape on student institution choice in UK universities

“…More than twenty years later, these distinctions 5 are still perceived to be relevant and an accurate reflection of a physical service 6 environment (Mari & Poggesi, 2013). 7 Although most frequently been applied to retail settings, the concept of physical 8 servicescape is equally applicable in a non-retail setting (Rosenbaum & Massiah, 2011); 9 indeed Bitner (1992, p. 57) acknowledges previous studies that consider the impact the 10 physical environment has on behaviour within 'hotels, restaurants, professional offices, 11 banks, retail stores and hospitals'. It is therefore felt the educational environment is 12 equally applicable, especially given the growing interest in student centred learning is 13 leading a number of HE institutions to consider a more deliberate design of their 14 environments to promote better teaching, learning and interaction (Radcliffe,Wilson,15 Powell, & Tibbetts, 2008).…”

La promoción de estilos de vida saludable aprovechando los espacios públicos

“…Los espacios al aire libre como parques, jardines y calles recreativas poseen una dimensión que fortalece y restaura la salud y el bienestar del usuario 12 . Particularmente en las grandes urbes, donde el entorno físico favorece el sedentarismo y la aparición de enfermedades crónicas como la diabetes 13 .…”

Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

“…Research results also evidenced that when service results are difficult to assess (e.g. because of their intangibility, such as in education services), customers often rely on service process clues for inferring about service quality (Rosenbaum and Massiah, 2011;Baker and Lamb, 1994).…”