Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement

Chang, Kuo‐Chien

doi:10.1016/j.ijhm.2015.12.003

Cited by 138 publications

(158 citation statements)

References 60 publications

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“…The research about organizational service climate has dramatically confirmed the importance of creating a good organizational climate (Jung and Yoon, 2013;Chang, 2016;Lin and Liu, 2016). In recent years, interest in creating a positive service climate as a way to improve employee attitudes, behaviors and performance has increased.…”

Section: Moderating Effects Of Service Climatementioning

confidence: 99%

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

Wen

Zhou

et al. 2020

Front. Psychol.

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High turnover rate represents one of the most significant challenges the hotel industry faces. High turnover rates mean labor shortages, resulting in high costs of recruiting, staffing and training. Turnover also has a negative impact on service quality. Scholars continue to search for the root causes of turnover and propose solutions. To further understand employees' turnover intention, this study reveals the role of stress on hotel front-line employees' turnover intention through the mediation of burnout. Moreover, the study examines the moderating effect of service climate on the underlying mechanism that links role stress with turnover intention. Using a sample of 583 questionnaires from front-line hotel employees in South China, this study reveals that role stress as a four-dimensional construct (i.e., conflict, ambiguity, qualitative overload and quantitative overload) has a statistically significant impact on burnout, which leads to turnover intention. Burnout completely mediates the relationship between role stress and turnover intention, that is, employees under role stress do not resign immediately unless they experience high levels of burnout. In addition, service climate moderates the influence of role stress on burnout, suggesting a moderated mediation relationship. The study contributes to the organizational management literature by confirming the four dimensions of role stress and demonstrating how role stress impacts employees' turnover intention. Furthermore, the critical effect of service climate is further investigated. Theoretical contributions and managerial implications are discussed based on the findings. the study also investigates the moderating effect of service climate on role stress (challenge-hindrance stressors) and burnout.

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Section: Moderating Effects Of Service Climatementioning

confidence: 99%

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

Wen

Zhou

et al. 2020

Front. Psychol.

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“…Tripadvisor [86] points out that customers view services and servicescape collectively as a whole and value can be realized in the collaborative efforts between customers and providers. In addition, the findings of [41,87,88] suggest that servicescape influences customer perceived value when creating service experience. Thus, we propose the hypothesis below.…”

Section: Physical Servicescape and Co-created Valuementioning

confidence: 99%

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

et al. 2020

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Organizational citizenship behavior (OCB) research has been extended in the literature to the customer domain by examining the role of customer behavior in the service sectors. Therefore, this study aimed to examine the effect of the physical environment and social servicescape on the co-creation value, and the impact of the co-creation value on customer satisfaction, which, in turn, influences the customer's citizenship behavior. A field study was conducted in Malaysian cultural and creative industries settings and a total of 254 participants were approached. Structural equation modeling (SEM) technique was used to test the hypothesized relationships among variables. The proposed research model was largely focused on the four perceived values (i.e., physical servicescape, social servicescape, co-creation value, and customer satisfaction) that significantly influence tourists' citizenship behavior. This study sheds new light on the notable roles of physical servicescape, social servicescape, co-creation value, and customer satisfaction on enhancing tourists' citizenship behavior. The theoretical implications and practical implications are discussed.

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“…Serviscape as tangible facilities must run in tandem with intangible services to create value to customers [3,4,12]. The service intangibility is mainly attributed to the attitude and behavior of contact employees who play a key role in the service encounter [5].…”

Section: Physical Environment In Service Encountermentioning

confidence: 99%

Social and Physical Aspects of the Service Encounter: Effects on Trust and Customer Loyalty to the Service Provider

Azza¹,

Norchene²

2017

aeb

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The purpose of this research is to evaluate the influence of two strategic service encounter dimensions on consumer beliefs and service loyalty. A conceptual model was generated with the aim of seeking to reveal the contribution of the physical environment and social interactions with front line employees on customer's evaluation of the service provider and loyalty. An empirical study is conducted based on a sample of 400 customers of fitness centers. Collected data was analyzed using a structural modeling that highlight the contribution of each predictors. The results revealed that physical and social cues differently influence customer trust and loyalty to the service provider. It seems that social interactions are more effective in building customer trust. Overall, the joint effect of servicescape and social relationships positively influence customer trust and lead to service loyalty. This paper provides empirical evidence on the contribution of two service encounter cues: servicescape and social interaction on customer trust and service loyalty. The research offers a conceptual framework that can be tested in a variety of services. Managerial recommendations focus on improving relational aptitudes of frontline employees, mainly in personal services such as fitness centers.

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Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement

Cited by 138 publications

References 60 publications

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

Social and Physical Aspects of the Service Encounter: Effects on Trust and Customer Loyalty to the Service Provider

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