Customer response to intangible and tangible service factors

Wakefield, Kirk L.; Blodgett, Jeffrey G.

doi:10.1002/(sici)1520-6793(199901)16:1<51::aid-mar4>3.0.co;2-0

Cited by 453 publications

(349 citation statements)

References 23 publications

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“…Combinations of store elements have also been investigated (Baker, Parasuraman, Grewal and Voss 2002;Eroglu, Machleit and Chebat 2005;Matilla and Wirtz 2001;Parasuraman, Grewal and Voss 2002), and include store atmospherics (Baker, Grewal and Parasuraman 1994;Donovan and Rossiter 1982;Iyer 1989;Park, Iyer and Smith 1989), store atmospherics triggering emotional reactions (Babin and Darden 1996;Baker, Levy and Grewal 1992;Darden and Babin 1994;Donovan et al 1994;Wakefield and Blodgett 1999), and store image (Korgaonkar, Lund, and Price 1985;Stanley and Sewall 1976;Steenkamp and Wedel 1991).…”

Section: Anova: Effect Of Cultural Elements Inmentioning

confidence: 99%

“…These studies couple the Mehrabian-Russell theory with other theories such as: priming research (Sharma and Stafford 2000), classical conditioning theory (Yalch and Spangenberg 1990), resource allocation model (Hui, Dube and Chebat 1997), Eroglu-Harrell model of crowding (Eroglu and Machleit 1990), inference theory, schema theory, theory of affordances, and adaptation theory (Baker, Parasuraman, Grewal and Voss 2002), information processing theory (Eroglu, Machleit and Chebat 2005), Gestalt principle applied to retail environments (Wakefield and Blodgett 1999), Lazarus's model of goal-directed emotion-focused and problemfocused coping (Mano 1999), and emotional control (Ward and Barnes 2001). The findings from these studies were listed in Table 2.…”

Section: Marketing and Mehrabian-russell Theorymentioning

confidence: 99%

“…Wakefield and Blodgett (1999) Combining SERVQUAL (Baker 1986;Bitner 1992) andEnvironmental Psychology (1974) The link between store environmental elements, emotions (affective responses of pleasure and excitement) and patronage…”

Section: (Table Continues) (Continued)mentioning

confidence: 99%

See 2 more Smart Citations

An Assessment of Consumers’ Willingness to Patronize Foreign-Based Business Format Franchises: An Investigation in the Fast-Food Sector

Ertekin

Pelton

2014

Proceedings of the 2010 Academy of Marketing Science (AMS) Annual Conference

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Section: Anova: Effect Of Cultural Elements Inmentioning

confidence: 99%

Section: Marketing and Mehrabian-russell Theorymentioning

confidence: 99%

See 1 more Smart Citation

An Assessment of Consumers’ Willingness to Patronize Foreign-Based Business Format Franchises: An Investigation in the Fast-Food Sector

Ertekin

Pelton

2014

Proceedings of the 2010 Academy of Marketing Science (AMS) Annual Conference

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“…Lovelock and Gummesson [8] also defined service quality as matching or exceeding the customers' expectation or the expected level. Meanwhile, based on the five service quality dimensions of Parasuraman et al [6], Wakefield and Blodgett [9], Cronin and Tailor [10], and Reimer and Kuehn [11] measured two dimensions of tangible and intangible elements in their studies.…”

Section: House Wedding Event Service Qualitymentioning

confidence: 99%

“…Using statistical package software SPSS 20.0, frequency analysis, exploratory factor analysis, reliability analysis and regression analysis were conducted on the collected data. Based on the studies of Cronin and Tailor [10], Bitner [27], Wakefield and Blodgett [9], and Brady and Cronin [32], the attributes of the house wedding event service quality were constructed with 2 factors of physical service and human service including 12 items(e.g. The accessibility to the location was convenient).…”

Section: Questionnaire Designs and Data Collectionmentioning

confidence: 99%

Impact of Service Quality of House Wedding Events on the Service Value and Satisfaction

Kim

Lee

2014

SHS Web of Conferences

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Abstract. With the current popularity of the newly emerged house wedding events (HWE), this study aims to investigate the impact of service quality of house wedding events on service value and satisfaction of customers. Based on literature review, two main components of HWE service quality attributes were selected: physical service and human service. For service value, three components were chosen: social, aesthetic, and monetary value. The study conducted self-administered questionnaire survey from July 1 st to August 31 st 2013 targeting 300 male and female over age 20 with experiences of participating in HWE held in Seoul metropolitan areas. The final valid samples were 267 copies. Frequency analysis, exploratory factor analysis, reliability analysis and regression analysis were conducted on the collected data. The result of this study showed a significant positive impact of HWE's service quality, which in turn influence satisfaction. In addition, the study found the direct impact of HWE's service quality on customer satisfaction. Based on the results, this study also discussed practical implications.

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Flow within theatrical consumption: The relevance of authenticity

Aykol

Aksatan

İpek

2016

J of Consumer Behaviour

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Despite its relevance and potential for explaining various arts consumption phenomena, examination of flow within that context has been limited. This study aims to expand knowledge about arts consumer behaviour by integrating flow construct into an explanatory model that examines the relationships among authenticity of core and peripheral aspects of the arts experience, flow, enjoyment, and intention to recommend. Data were collected from 219 theatre audience members through a self‐administered questionnaire and analysed with structural equation modelling. Results show that authenticity concerning the core product positively influences flow and enjoyment, whereas authenticity of venue is instrumental in providing the audience with enjoyment. Flow experienced in theatre is conducive to enjoyment, which, in turn, has a positive effect on intention to recommend. Managers of arts organisations can make inferences from study findings for developing customer communication and education strategies, designing performing arts venues, and managing customer feedback mechanisms. Copyright © 2016 John Wiley & Sons, Ltd.

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Customer response to intangible and tangible service factors

Cited by 453 publications

References 23 publications

An Assessment of Consumers’ Willingness to Patronize Foreign-Based Business Format Franchises: An Investigation in the Fast-Food Sector

An Assessment of Consumers’ Willingness to Patronize Foreign-Based Business Format Franchises: An Investigation in the Fast-Food Sector

Impact of Service Quality of House Wedding Events on the Service Value and Satisfaction

Flow within theatrical consumption: The relevance of authenticity

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