Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model

Kampani, Nidhi; Jhamb, Deepika

doi:10.1504/ijsem.2021.117236

Cited by 4 publications

(4 citation statements)

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“…Subsequently, the servicescape has a great impact on satisfaction with the service operator (Zeithaml et al , 2018). From the mere physical environment (Chan et al , 2021a, 2021b; Parish et al , 2008) to its emphasis on the location of the service encounter (Grove et al , 1998) and the result it produces, such as customer loyalty (Bothma and Kühn, 2018; Wakefield and Baker, 1998; Wakefield and Blodgett, 1996); the focus on how it can influence certain behavior among customers (Harris, 2000; Kampani and Jhamb, 2021); and employees alike (Parish et al , 2008) as well as how it can affect customer–employee relationships (Kaminakis et al , 2019) leading to value co-creation (Edvardsson et al , 2011; Prahalad and Ramaswamy, 2004; Vargo and Lusch, 2004, 2008). Importantly, the servicescape serves to enhance the hedonic experiences of users by promoting approach behavior and hindering avoidance behavior (Bitner, 1992; Hooper et al , 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The myriad studies assessing the servicescape model have placed a key emphasis on the physical environment in which the service takes place, where the control is usually assumed by the service provider. Although numerous studies have also attempted to test and include the social servicescape element (Tombs and McColl-Kennedy, 2003), such as customers' role and impact on the environment, the emphasis is still placed on the physical dimension (Ardley et al, 2012;Kampani and Jhamb, 2021;Line et al, 2018;Tubillejas-Andr es et al, 2020). The social element is not entirely new as it was somewhat acknowledged by Bitner (1992) to be a static component.…”

Section: Servicescape In the Pandemicmentioning

confidence: 99%

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Extending the servicescape conceptualization: accounting for perceptions of crowding and risks under the pandemic

Nath

Saha

Mei

2023

CBTH

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Purpose Though many conceptual and empirical studies have been conducted on the servicescape, limited research has focused on how the COVID-19 pandemic has reshaped factors influencing the servicescape. This paper aims to propose an extension of Bitner’s original conceptualization, including pandemic-induced physical and social constraints on servicescape in the form of crowding, consumer risk perception during the crisis and their impact on consumers' and employees’ behavioral changes in retail and hospitality sectors. Design/methodology/approach This paper critically reviewed the past and emerging servicescape and risk literature. It then examines and delineates the concepts of crowding, density and associated risk perceptions to offer an extended servicescape framework. Alongside, scales were proposed to measure the constructs and guidelines given to conduct future empirical studies. Findings This paper discussed the major impact on servicescape during a pandemic situation, to what extent risk is perceived during consumption and the impact of crowding and store density on employee and customer behavioral responses. Research limitations/implications This paper principally contributes by explicitly including specific risk dimensions and crowding and proposes the scales to measure consumers’ understanding of pandemic-induced perceptions of risk, crowding and density within servicescapes for further empirical testing. Alongside this, the identification and concretization of different types of perceived risks under COVID-19 provide critical and useful marketing implications. Originality/value This study identifies relevant risk dimensions, proposes crowding as an independent construct apart from servicescape physicality and proposes relevant measures for empirical verification.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Servicescape In the Pandemicmentioning

confidence: 99%

Extending the servicescape conceptualization: accounting for perceptions of crowding and risks under the pandemic

Nath

Saha

Mei

2023

CBTH

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“…High-quality products enable a company to explore current and new market opportunities and protect its position in domestic and global markets (Shashi et al, 2019). Kampani and Jhamb (2021) emphasised that this can increase customer satisfaction and strengthen repurchase intention. If a product is quality-oriented, the ratio of customer dissatisfaction or complaints will be low (Cerchione et al, 2018).…”

Section: Lean Product Developmentmentioning

confidence: 99%

Transforming product development and production to be lean for improving business performance

Bubber

Jain

Babber

et al. 2022

BIJ

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PurposeIn this study, the authors assess the current state of lean product development and the lean production shop floor, along with the impact of the former on process quality and the latter on product quality and customer complaint reduction. The interplay between process and product quality and customer complaint reduction is assessed, along with their impacts on business performance.Design/methodology/approachData were collected from 377 managers working at auto-component manufacturing firms in India. Confirmatory factor analysis was used for scale validation, and structural equation modelling was employed to test the research hypotheses.FindingsThe results of the statistical analyses reveal the positive influence of a lean production shop floor on process quality and lean product development on product quality and customer complaint reduction, and thereby on business performance.Practical implicationsThe findings of this research provide insights into the interplay between lean and quality factors and their influence on customer complaint reduction and business performance. Practitioners can use the proposed model to strategically design unique products and improve the efficiency and effectiveness of the production shop floor, which can help enhance the product and process quality. This can reduce customer dissatisfaction and improve the business performance.Originality/valueFew studies have simultaneously investigated the influence of lean product development and lean production shop floors in the Indian manufacturing context. To the best of our knowledge, this study is one of the first attempts to include customer complaint reduction as a construct in a lean model. It helps identify and prioritise the enablers of business performance and provides valuable insights for practitioners to strengthen lean implementation to attain a competitive edge.

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“…Peng, Wang, and Lam [38] investigated the servicescape of a tourist-integrated resort in China and found that the servicescape and customers' behavioral intentions were positively correlated, and recommended that resort managers should focus on the design of the servicescape. Kampani and Jhamb [39] found that the servicescape of a beauty salon could influence customers' behavioral intentions and moderate this behavior through customers' emotional states. Liao [40] also found that customers influence behavioral intentions not only through their attitudes, but also through the perceived landscape.…”

Section: Literature Reviewmentioning

confidence: 99%

Research on Customer Behavioral Intention of Hot Spring Resorts Based on SOR Model: The Multiple Mediation Effects of Service Climate and Employee Engagement

2022

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Based on the stimulus–organism–response (SOR) model, this study explored customer behavioral intentions and influencing factors in the service industry, represented by hotels. It studied the servicescape, customer emotions, and customer behavioral intentions. PROCESS analysis was conducted on 305 valid questionnaires collected from hot spring resorts. The study found that servicescape can predict customer behavioral intentions, that customer emotions have a partial mediating effect in the influence of servicescape on customer behavioral intentions, and that service climate and employee engagement have multiple mediation effects in the SOR model. Therefore, the researchers suggest that hotels can improve customer perceptions through decoration and staff management, and thereby develop the hotel in a sustainable way.

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Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model

Cited by 4 publications

References 0 publications

Extending the servicescape conceptualization: accounting for perceptions of crowding and risks under the pandemic

Extending the servicescape conceptualization: accounting for perceptions of crowding and risks under the pandemic

Transforming product development and production to be lean for improving business performance

Research on Customer Behavioral Intention of Hot Spring Resorts Based on SOR Model: The Multiple Mediation Effects of Service Climate and Employee Engagement

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