Pleasant Ambient Scents: A Meta-Analysis of Customer Responses and Situational Contingencies

Roschk, Holger; Hosseinpour, Masoumeh

doi:10.1177/0022242919881137

Cited by 69 publications

(78 citation statements)

References 71 publications

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“…The search period covered all papers (published and unpublished) that were available by December 2018. The retrieval approach was consistent with recommendations in the literature (Hunter and Schmidt 2004) and closely followed the steps taken in recent meta-analyses published in marketing (Roschk and Hosseinpour 2020;Zlatevska, Dubelaar, and Holden 2014).…”

Section: Data Setmentioning

confidence: 73%

A Meta-Analysis of When and How Advertising Creativity Works

Rosengren

Eisend

Koslow³

et al. 2020

Journal of Marketing

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Although creativity is often considered a key success factor in advertising, the marketing literature lacks a systematic empirical account of when and how advertising creativity works. The authors use a meta-analysis to synthesize the literature on advertising creativity and test different theoretical explanations for its effects. The analysis covers 93 data sets taken from 67 papers that provide 878 effect sizes. The results show robust positive effects but also highlight the importance of considering both originality and appropriateness when investing in advertising creativity. Moderation analyses show that the effects of advertising creativity are stronger for high- (vs. low-) involvement products, and that the effects on ad (but not brand) reactions are marginally stronger for unfamiliar brands. An empirical test of theoretical mechanisms shows that affect transfer, processing, and signaling jointly explain these effects, and that originality mainly leads to affect transfer, whereas appropriateness leads to signaling. The authors also call for further research connecting advertising creativity with sales and studying its effects in digital contexts.

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Section: Data Setmentioning

confidence: 73%

A Meta-Analysis of When and How Advertising Creativity Works

Rosengren

Eisend

Koslow³

et al. 2020

Journal of Marketing

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“…Service research has established that people do not necessarily respond to discrete elements of a SE but, rather, to their total configuration (Roschk and Hosseinour 2020 ). We believe that the first and well-established touchpoint is likely to serve as a primary (holistic) reference point for customers during a SE.…”

Section: Conceptual Framework and Hypothesesmentioning

confidence: 99%

Designing satisfying service encounters: website versus store touchpoints

Bolton

Gustafsson

Tarasi

et al. 2021

J. of the Acad. Mark. Sci.

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This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020 ) to integrate a comprehensive model of how touchpoints—websites or stores—influence the magnitude of customer responses to qualities of service encounters. A hierarchical linear model (HLM) was estimated using survey data describing the service encounters of 2.4 million customers with a global retailer. Online customers weighed cognitive and behavioral qualities more heavily than in-store customers, whereas they weighed emotional and sensorial qualities less heavily. Moreover, random effects in the HLM model indicated that each country and store would have unique clientele effects for specific qualities. Since each firm has limited resources, this research offers guidance on key qualities in designing satisfying service encounters for each touchpoint and how qualities should be standardized and customized in global omnichannel environments. Supplementary Information The online version contains supplementary material available at 10.1007/s11747-021-00808-9.

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“…Lin and Liang (2011) found both ambiance (air quality, lighting, music and scent) and design (layout, facilities and wall color) to be significant factors for positive consumer emotional satisfaction among fashion-wear retailers. Ambient conditions were found to have high predictive power for customer positive emotional response in a restaurant setting (Liu and Jang, 2009;Suh et al, 2015;Roschk et al, 2020). In another hedonic service sector, the hotel industry, ambient conditions such as lighting, scent and music play important roles in consumer responses (Leenders et al, 2019).…”

Section: Literature Review 31 Ambiencementioning

confidence: 99%

Analyzing health-care service environment with Malaysian general practice clinics

Rahman

Newaz

Hemmati

et al. 2021

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PurposeThe purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for others for future treatment in GP clinics.Design/methodology/approachData are collected from 367 respondents using a paper-based survey questionnaire. Partial least square (PLS) is used to evaluate the proposed model and hypotheses relationships.FindingsThe findings reveal that ambience and service delivery have a high significant influence on patients' emotional satisfaction (β = 0.27, t = 4.31, p = 0.00) and (β = 0.26, t = 4.81, p = 0.00), respectively, while interior décor has a positive and significant influence on satisfaction (β = 0.13, t = 1.98, p = 0.04). The results indicate that exterior design and cleanliness are not associated with satisfaction. Patients' emotional satisfaction is highly related to WoM (β = 0.55, t = 13.44, p = 0.00). The results also show that emotional satisfaction has a significant mediating effect on the relationship between clinic service environments (ambience, interior décor, service delivery) and WoM (β = 0.15, t = 3.94, p = 0.00), (β = 0.073, t = 3.94, p = 0.04), (β = 0. 0.143, t = 4.13, p = 0.00), respectively.Originality/valueThe study will provide insights regarding Malaysian health consumers' perceptions toward GP clinics' service environment, whether they remain utilitarian or have evolved to entail hedonic appreciations. The contribution to the service environment could be adopted by future health-care studies, particularly those intended to examine GP clinics and other clinic-based institutions.

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Pleasant Ambient Scents: A Meta-Analysis of Customer Responses and Situational Contingencies

Cited by 69 publications

References 71 publications

A Meta-Analysis of When and How Advertising Creativity Works

A Meta-Analysis of When and How Advertising Creativity Works

Designing satisfying service encounters: website versus store touchpoints

Analyzing health-care service environment with Malaysian general practice clinics

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