Atmospherics, Service Encounters and Consumer Decision Making: An Integrattve Perspective

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

“…The findings contribute to S-D logic through focus on customer experience and interactions with servicescape, resulting in value-in-use or value-in-context. Although intertwined, the research on these concepts is relatively new and undeveloped (Hoffman & Turley, 2002), since the majority of service research focus more the interpersonal nature of the encounter and relational elements in the experience environment (Heide & Gronhaug, 2006;Slåtten et al, 2009). Also, even less empirical evidence is available about the impact of …”

“…The design of experience-centric services involves designing a series of cues. The collection of tangible service elements, specifically the physical environment in which a service is delivered is therefore vital to the creation of compelling service experiences (Hoffman & Turley, 2002). In these services, situational involvement may be more influential than the service itself, turning servicescape into a focal point in the delivery of customer delight and quality service experiences.…”

“…However, research on the role of the service physical environment when creating experiences is still underdeveloped (Hoffman & Turley, 2002), specially when compared with more interpersonal aspects of the service encounter (Heide & Gronhaug, 2006;Slåtten, Mehmetoglu, Svensson, & Svaeri, 2009), and even less empirical evidence is available that relates a venue's servicescape with constructs such as perceptions of value and behavioral intentions (Cronin, 2003;Harris & Ezeh, 2008). Thus, our purpose is to focus on the role of servicescape as a driver of customer experience by analyzing its impact on customer value creation and behavior.…”

Urban place marketing and retail agglomeration customers

“…The crucial importance of atmospheric stimuli for an urban place results into the following hypothesis (Michon et al, 2005;Ruiz et al, 2004;Hoffman & Turley, 2002;McGoldrick & Pieros, 1998;Donovan et al, 1994):…”

Retail positioning through customer satisfaction: an alternative explanation to the resource-based view

“…Further, the retail store atmosphere has a positive influence on consumers' patronage intentions (Van Kehove & Desumaux, 1997), creating customer intimacy (Treacy & Wiersema, 1994), and nice feeling and reputation (Thompson & Chen, 1998). Overall, a superior store image over that of competitors creates a reason for customers to shop at a particular retail store (Auken & Lonial, 1991) and becomes a part of retail offerings (Hoffman & Turley, 2002). Store atmosphere has been considered as the most important factor by customers of hypermarkets in Beijing, with regards to store image dimensions (see Chang and Luan, 2010).…”