How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events

Tubillejas-Andrés, Berta; Taulet, Amparo Cerverá; García, Haydée Calderón

doi:10.1016/j.tmp.2020.100660

Cited by 37 publications

(31 citation statements)

References 111 publications

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“…While the literature has demonstrated significant relationships between the two servicescape dimensions and emotions, the latter has mainly been measured as positive emotions. Following from the unipolar categorical dimension (positive and negative) approach to measuring emotions in the present study, and based on evidence from previous studies (Jeon and Kim, 2012;Tubillejas-Andrés et al, 2020), we contend that in addition to enhancing positive emotions, a favorable substantive and communicative servicescape can also help reduce negative emotions, as captured in the following hypotheses:…”

Section: Servicescapementioning

confidence: 83%

Comparing the influence of substantive and communicative servicescape on healthcare traveler emotions: the moderating effect of accommodation type and interior design style

Song

Suess

Mody

et al. 2020

IJCHM

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Purpose The purpose of this paper is to investigate the relationships between two dimensions of servicescape (i.e. substantive and communicative servicescape), health care travelers’ emotions, perceived value and word-of-mouth intentions. It also assesses the moderating effects of accommodation type (i.e. hotel and Airbnb) and interior design styles (i.e. traditional and modern) on the relationship between the two servicescape dimensions and travelers’ emotions. Design/methodology/approach Using a sample from a survey of 692 health care travelers who stayed at either a peer-to-peer accommodation (i.e. Airbnb) or a hotel, a multi-step structural equation model analysis tested the relationships among variables. It examined the moderating effects of accommodation type and interior design style. Findings The relationships between servicescape, emotions, perceived value and word-of-mouth were significant. Also, the two moderators affected how servicescape influenced the emotions of health care travelers. For Airbnb guests, communicative servicescape had a more substantial effect on enhancing their positive emotions than hotel guests. For health care travelers who stayed at an accommodation with a traditional interior design style, in addition to enhancing positive emotions of health care travelers, substantive servicescape significantly reduced their negative emotions. Practical implications The findings suggest the need for the lodging industry to examine how health care travelers perceive and experience their accommodations with unique interior design characteristics. Also, stakeholders in the lodging industry should leverage the aspects of substantive servicescape in terms of relevant interior design styles, which, in turn, influence health care travelers’ positive word-of-mouth intentions. Given the increase in medical mobility and demand for accommodations by those traveling to receive health care services, understanding the lodging environment and how it affects travelers in this segment is essential. Originality/value This research develops a comprehensive servicescape model with a focus on the communicative dimension. Moreover, this study significantly contributes to the hospitality literature regarding how the core experience and various interior design styles influence a rapidly growing segment of health care travelers. Health care travelers’ emotions are essential to consider given the propensity to experience stress related to travel situational health factors.

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Section: Servicescapementioning

confidence: 83%

Comparing the influence of substantive and communicative servicescape on healthcare traveler emotions: the moderating effect of accommodation type and interior design style

Song

Suess

Mody

et al. 2020

IJCHM

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“…and has a positive impact on consumer behaviour. Therefore, we argue that crowdedness is context-specific-depends upon the study context including expectations of customers, type of event, activity and evaluation of customer service satisfaction to either negatively or positively affect the customer (Tse et al, 2002). Due to the inconsistency in the effects of crowding, it is critical to investigate the moderating effects of crowding between servicescape and customer satisfaction in the restaurant context.…”

Section: Moderation Effects Of Perceived Crowdednessmentioning

confidence: 99%

Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants

Ali

Ting

Salim

et al. 2021

Cogent Business & Management

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“…This underpinning theory is closely related to service delivery and servicescape (physical and social) aspects, acting as the stimulus influencing visitor's approach-avoidance behaviour. The stimulus is a set of characteristics within a service environment that trigger the individual's primary emotional stages (as the organism) and further affect the VR (Loureiro, 2015;Tubillejas-Andrés, Cervera-Taulet, & Calderón García, 2020). The SOR theory-model usage in explaining the service's domain within the Non-Formal Learning (NFL) places has been highlighted in a few research.…”

Section: The Underpinning Theorymentioning

confidence: 99%

The Underpinning Theory of Service Experience’s Framework in a Science Centre Setting

Kamsor¹,

Ahmad²,

Ladisma@Awis³

2021

IJARBSS

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This paper highlights the visitor's service experience (VSE) framework, with its three main dimensions (service delivery, physical and social servicescape), which acts as the stimulus in the environment setting. This relationship theoretically affects the visitor's response (VR) and influences the visitor's approach-avoidance behavioural through the Non-Formal Science Learning (NFSL) as a mediator within the primary emotional stage of the pathways. The conceptual framework illustrated the situation with the potential parameters (stimulus) influencing the NSFL and VR. The conceptual framework with the underlying theories is constructed to understand how learners respond to science centres' services, thus continuing to visit the science centres. The public science centre faces great challenges with visitation rates and affordable charges. These challenges further increase as citizens are constantly demanding high-quality services. The theoretical perspective was discussed to understand the possible angle in handling visitation issues and non-formal science learning, with the focus on enlightening service experience among learners.

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How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events

Cited by 37 publications

References 111 publications

Comparing the influence of substantive and communicative servicescape on healthcare traveler emotions: the moderating effect of accommodation type and interior design style

Comparing the influence of substantive and communicative servicescape on healthcare traveler emotions: the moderating effect of accommodation type and interior design style

Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants

The Underpinning Theory of Service Experience’s Framework in a Science Centre Setting

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