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

Ali, Muhammad Asghar; Ting, Ding Hooi; Salim, Lina; Ahmad-ur-Rehman, Muhammad

doi:10.1080/23311975.2021.1924923

Cited by 12 publications

(20 citation statements)

References 102 publications

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“…The concept is often used in the field of the service industry and in psychology (Sohaib and Kang, 2015; Cheng et al , 2020; Zimmerman, 2012; Rajaguru, 2014; Teh et al , 2014). In the field of the service industry, many researchers have conducted studies about the positive influences of restaurant servicescape on customers’ perceptions, such as eWOM and repurchase intentions (Asghar Ali et al , 2021); pleasure and satisfaction level (Lin and Mattila, 2010); as well as the interactions between customers and employees (Kaminakis et al , 2019). The servicescape model has been widely used in the tourism and hospitality industry.…”

Section: Literature Reviewmentioning

confidence: 99%

Scrutinizing the effects of pop-up stores’ retailscape on young Chinese tourists’ emotion and patronage intention

Lyu,

Wong,

et al. 2024

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Purpose This study aims to understand how retailscape of pop-up stores could influence young Chinese tourists’ emotional response and their subsequent shopping intention in the context of luxury retailing. Design/methodology/approach A quantitative approach was chosen. Building on the theoretical framework of the stimulus–organism–response (S–O–R) theory, a pop-up store retailscape behavior model was developed to explore the effect of retailscape on young Chinese tourists’ emotional response and patronage intention in a luxury retail setting. In total, 226 structured questionnaires were collected onsite. Findings The multiple regression analysis reveals that a luxury pop-up store’s retailscape has a positive influence on young Chinese tourists’ emotional response, but it only has a partial influence on their patronage intention. In addition, the result suggests that young Chinese tourists’ emotional response positively influences their patronage intention in luxury pop-up stores. Practical implications The study reveals how retailscape influences behavior among the younger generation, and the results provide important references for the luxury retailers in future design and management of pop-up stores so as to attract and retain the interest of the younger generation. Originality/value This study puts retailscape effect under scrutiny in the context of luxury pop-up stores which attract young Chinese tourists, who are regarded as one of the major patrons supporting exclusive retail brands in the world. The stimuli element in the S–O–R model is, thus, reexamined in the context of luxury pop-up stores.

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Section: Literature Reviewmentioning

confidence: 99%

Scrutinizing the effects of pop-up stores’ retailscape on young Chinese tourists’ emotion and patronage intention

Lyu,

Wong,

et al. 2024

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“…Numerous scholars [28-31] have projected social servicescape to be a separate dimension of servicescape and have suggested social servicescape should be examined separately. For example, in a study conducted in Malaysia on restaurant servicescape by Asghar et al [47], they found that both physical and social servicescape equally affected consumer satisfaction. Asghar et al [47] reported positive relationship of restaurant's social servicescape with satisfaction in their study.…”

Section: Social Servicescape and Satisfactionmentioning

confidence: 99%

“…For example, in a study conducted in Malaysia on restaurant servicescape by Asghar et al [47], they found that both physical and social servicescape equally affected consumer satisfaction. Asghar et al [47] reported positive relationship of restaurant's social servicescape with satisfaction in their study. Chang [48] in a study conducted on hot spring resorts of Taiwan found social servicescape predicted satisfaction strongly than physical servicescape.…”

Section: Social Servicescape and Satisfactionmentioning

confidence: 99%

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Balroo

2023

JEMT

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Globally the hospitality industry is seen immensely growing because of opening up of tourism in countries worldwide. One such growth of hospitality industry is specifically being witnessed in a middle eastern country namely Saudi Arabia. The expansion of leisure and religious tourism for diversifying the oil-based economy under the kingdom’s vision 2030 is rapidly fueling growth of hotels in Saudi Arabia. However, very little is known about what aspects of these hotels lead to consumer satisfaction and revisit intentions. Moreover, modern internet hotel booking technologies by providing 360-degree images, videos of hotels and hotel rooms are helping consumers to get well familiar with the hotels aforehand their visits. Very little is also known about the effects of this aforehand familiarity of consumers on the relationship of satisfaction with revisit intention. In marketing terminology, the place where the interaction between consumers and hotel service provider takes place is called hotel servicescape. The hotel servicescape has two important aspects namely physical and social. This study examines how these two aspects of hotel servicescape leads to consumer satisfaction and revisit intentions. The study also examines the moderating role of familiarity on the relationship of satisfaction with revisit intention. The study sample comprised of 390 frequent stayers in hotels of Saudi Arabia. The study sample was collected using snowball sampling method. All of the hypothesized relationships of the study were examined rigorously and simultaneously using structural equation modeling technique. The results of the study revealed that both physical and social aspects of hotel’s servicescape shared significant positive relationships with satisfaction. Significant positive relationship was also reported between satisfaction and revisit intention. Familiarity significantly moderated the relationship between satisfaction and revisit intention in this study. The study provided new findings on the role played by familiarity in strengthening the relationship between satisfaction and revisit intention. Some marketing implications, limitations and future research directions are also discussed in the study.

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“…Crowdedness in a restaurant can be a sign of popularity, reasonable pricing, or good food quality, which is why crowdedness has been reported as a pivotal antecedent of purchase intentions ( Thoo et al, 2018 ; Grewal and Stephen, 2019 ; Milman et al, 2020 ). Crowding is a common occurrence in the context of a restaurant, which consumers encounter at different stages of their decision-making process ( Asghar Ali et al, 2021 ). Because of inconclusive research on crowding in the specific context of a restaurant, it will be interesting to investigate the moderating effect of perceived crowding on the relationship between online reviews and purchase intentions.…”

Section: Literature Reviewmentioning

confidence: 99%

Effect of Online Reviews and Crowd Cues on Restaurant Choice of Customer: Moderating Role of Gender and Perceived Crowding

et al. 2021

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This study is aimed to identify the relative (direct) effect of online review ratings and perceived crowding on purchase intentions of a consumer. Our study also investigated the contingent effect of gender and perceived crowding between the relationship of exogenous and endogenous variables. This study was conducted in the Malaysian restaurant industry. We applied the purposive sampling technique to identify respondents, the mall intercept survey method was used for data collection. Smart PLS software was applied for data analysis (200 respondents). This study demonstrates through its results that online review ratings and perceived crowding have a positive effect on purchase intentions of a consumer. Moreover, if a consumer perceives crowding at a restaurant, this has a positive contingent effect on the relationship between review ratings and purchase intentions. This demonstrates that the consumer is more inclined to choose a restaurant with a high online review rating and has high perceived crowding at some unfamiliar place. Lastly, no evidence is found for the gender difference between review rating and purchase intentions; however, gender shows contingent effect and results confirmed that males preferred more crowded restaurants as compared to females. There are theoretical and practical implications for managers in the findings of this study.

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

Cited by 12 publications

References 102 publications

Scrutinizing the effects of pop-up stores’ retailscape on young Chinese tourists’ emotion and patronage intention

Scrutinizing the effects of pop-up stores’ retailscape on young Chinese tourists’ emotion and patronage intention

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Effect of Online Reviews and Crowd Cues on Restaurant Choice of Customer: Moderating Role of Gender and Perceived Crowding

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