The Impact of Servicescape and Employee Service Quality in the KTV Industry

Abstract

Guided by a stimulus-organism-response model (SOR), this study proposes a theoretical framework that explains how various dimensions of servicescape in the karaoke entertainment business can affect customer satisfaction, which in turn influences the corporate image, revisit intention, and word-of-mouth. This study employed the survey method by distributing questionnaires to karaoke customers. A total of 253 usable data were collected. Partial Least Squares (PLS) analysis, a variance-based structural equation modelling, was employed to test the proposed hypotheses. In addition, this study conducted a post-hoc mediation test to explore the mediation effect of customer satisfaction and performed the importance-performance map analysis (IPMA) to better understand the current performance and significance of servicescape as well as the quality of employee service on customer satisfaction. This study found that functionality, spatial layout, signs and symbols, and employee service quality have a significant influence on customer satisfaction. However, ambience (lighting and temperature), ambience (air and noise) and cleanliness have an insignificant influence on customer satisfaction. It has been established that customer satisfaction has a significant influence on corporate image, revisit intention, and word-of-mouth. This study discusses the managerial implications and future recommendations.

Driving healthcare wearable technology adoption for Generation Z consumers in Hong Kong

“…The Q 2 value of each endogenous variable was greater than zero, suggesting acceptable predictive relevance (Hair et al, 2019). Lastly, we checked the predictive power of the research model using PLS-predict (Koay et al, 2019;Shmueli et al, 2019). As presented in Table 4, the root mean square error (RMSE) values of practically all indicators of PEOU, PU, PC and AI in the linear regression model were smaller than the RMSE values in the PLS model.…”

Re-Investigating the Roles of Green Service-scape to Improve Tourism Performance Marketing Service Dominant Logic Perspective: A Literature Review

“…Green service-scape intersects with the value chain of an ecosystem process, which includes elements: structure, function, benefits and service values; relationships between elements; information and value systems of the destination environment, such as: aesthetics, recreation, culture, local virtues, artistic, historical and the ability to identify service components relevant to service co-creation. GSD can be presented in attractive physical facilities, parking spaces are always available, clean culinary tourist areas, good weather, interesting events, appropriate color schemes, unique aromas, and good rearrange (Marso et al, 2020), (Koay et al, 2020), (Siguaw et al 2019), a value exchange between co-production and co-creation by I.C. L. Ng and Vargo (2018) was called collaboration in innovation.…”

“…1) Effect of plant presence on restaurant Service-scape (Apaolaza et al, 2020) 2) Service-scape employee service in influencing customer satisfaction of restaurants, hospitals, cinemas (Pandowo & Pandowo, 2019), (Ardley & Chen, 2017;Lai & Chong, 2019) 3) Co creation landscape service better than competitors (Koay et al, 2020) 4) Holistic perception of customers towards hospital services (Mody et al, 2019) 5) Future research should investigate different cultural backgrounds' in generating new product design perspectives (May et al, 2019) 6) Identify different Service-scape attributes in restaurant services (Lockwood & Pyun, 2019) 7) Further research needs to find out more about mobile app user satisfaction both before and after use and experience sharing factors in other areas such as food and drink, sports, technology, and business. Future research should do so by testing various applications and expanding demographic models in theory and practice to see if this demographic targeting will result in higher-priced sales increases (ÇElİK, 2019) 8) Consider the role of other contextual variables in shaping dissatisfaction and bad behavior (Castellani et al, 2019).…”

“…Optimization of tourism marketing performance through GSD aims to instil added value of each service, such as atmosphere, cleanliness, functionality, layout, signs, symbols, information and quality of service entrepreneurs (Koay et al, 2020). SDL proposes that it needs to create services jointly by entrepreneurs and customers (Fan & Luo, 2020).…”

Analysis of Factors Affecting Purchase Intention of Local Culinary Tourists

“…PSPL can be presented in Servicescape such as culinary facilities, always available parking, clean culinary tourism areas, good weather, interesting events, appropriate color schemes, unique aromas, and food rearrangements. PSPL is not only about food itself (Marso, Idris, & Widyarini, 2020), (Koay, Khoo, & Soh, 2020), (Siguaw, Mai, & Wagner, 2019). Consumers to would pay more for the same food but prices differ because the…”