The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Vigolo, Vania; Bonfanti, Angelo; Sallaku, Rezarta; Douglas, Alex

doi:10.1002/mar.21307

Cited by 29 publications

(18 citation statements)

References 87 publications

(109 reference statements)

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“…This is mainly because at every step of the service process, online and offline operators can put themselves in the position of thinking for the customers, so as to facilitate the customer benefits (Ashok et al, 2018). Vigolo et al (2020) found signage has a positive and significant effect on service satisfaction with the servicescape in the healthcare services. In this study, CS has a fully mediating effect on the PSQ and PI.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

Liao

Chou

2022

SAGE Open

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This study aims to investigate the relationships of perceived service quality, brand image, customer satisfaction, and purchase intention. The moderated mediating role of brand love is examined on 522 mobile phone consumers in Taiwan. This study found a positive relationship between perceived service quality and purchase intention. Brand image and customer satisfaction play a fully mediated role between perceived service quality and purchase intention. Moderated mediation model one and two found that brand love plays a moderated mediating role on perceived service quality through brand image and customer satisfaction to purchase intention respectively. The results indicate that when the degree of brand love is high, the indirect effect of brand image on the perceived service quality of the purchase intention is strong; on the contrary, when the degree of brand love is low, the indirect effect of brand love on the perceived service quality and purchase intention is weak.

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Section: Theoretical Implicationsmentioning

confidence: 99%

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

Liao

Chou

2022

SAGE Open

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“…Like in cruise tourism attributes like d ecor, natural scenery, the onboard environment was found important (Lyu et al, 2017). For instance, in a healthcare service setting a significant effect of signage on satisfaction with servicescape has been found positive (Vigolo et al, 2020). One of the studies done by Grosso et al (2018) suggested that in retailing, the store environment should be aligned with the positioning of the retail store by creating an encouraging atmosphere and a pleasing in-store experience that intensifies customer satisfaction.…”

Section: Literature Review 21 Servicescapementioning

confidence: 99%

Uncovering the dimensions of servicescape using mixed method approach – A study of beauty salons

Kampani

Jhamb

2020

BIJ

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PurposeThe purpose of this study aims to explore the dimensions assessing the servicescape of beauty salons and provides suggestions to improve the salon's servicescape.Design/methodology/approachA mixed-method design is used in the sequence of thematic analysis through focus group technique followed by exploratory factor analysis and confirmatory factor analysis were used to assess the beauty salon's servicescape.FindingsThe exploration of factors in beauty salons is determined with three dimensions: the substantive staging of servicescape, the communicative staging of servicescape and the social staging of servicescape. These dimensions are mentioned in the order of importance perceived by the customers. The substantive staging of servicescape was identified with five factors: ambient conditions, facility aesthetics, artifacts, provisions and spatial layout. Communicative staging of servicescape explored four factors: employee duties, employee commitment, employee–customer interactions and employee image. Social staging derived two factors: customer characteristics, customer-to-customer interactions.Research limitations/implicationsThe findings enrich the previous literature with the addition of new factors while assessing servicescape in beauty salons and the development of new items through qualitative research in the domain of servicescape.Practical implicationsThe study offers the managers to understand the importance of various factors affecting the servicescape in beauty salons. The salon managers can beautify the service environment through the implementation of the factors identified, thus resulting in enhancing the experience of customers at the salons.Originality/valueConsidering no research has been conducted on beauty salons scale development, this study serves as the first empirical research effort.

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“…For example, environmental elements such as signage, art, plants and greenery are associated with patient satisfaction and well-being (Hamed et al. , 2019; Vigolo et al. , 2020).…”

Section: Conceptual Backgroundmentioning

confidence: 99%

Transforming healthcare service environments: a sensory-based approach

Yap

Phillips

Hwang

et al. 2022

JSTP

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PurposeHealthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.Design/methodology/approachThis study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.FindingsDrawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.Research limitations/implicationsThe proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.Practical implicationsThe authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.Originality/valueThis study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.

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The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Cited by 29 publications

References 87 publications

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

Uncovering the dimensions of servicescape using mixed method approach – A study of beauty salons

Transforming healthcare service environments: a sensory-based approach

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