The Importance of Servicescapes in Leisure Service Settings

Wakefield, Kirk L.; Blodgett, Jeffrey G.

doi:10.1108/08876049410065624

Cited by 503 publications

(403 citation statements)

References 12 publications

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“…Bolton & Lemon, 1999;Nguyen & Leblanc, 2002;Reimer & Kuehn, 2005;Ryu & Jang, 2007;Varki & Colgate, 2001). The importance of the physical environment in influencing behaviour s has been verified in many consumer behaviour studies such as by Reimer and Kuehn (2005), and Wakefield and Blodgett (1994). It was found that making the atmosphere more pleasant and innovative was essential for a firm's success.…”

Section: Literature Reviewmentioning

confidence: 96%

Restaurant's Atmospheric Elements: What the customer wants

Ariffin

Bibon

Abdullah

2017

jABs

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The purpose of the study is to examine youth customer behaviour due to the restaurant's atmospheric element environment. It also explores the environment of the restaurant and the use of atmospherics by the restaurateurs through the reactions of the customers. The dimensions of colour, design, lighting, and restaurant layout, among others, were measured. Qualitative data taken from 300 youth customers were analyzed, and interpretations of the relationships were made. It was found that atmospheric elements contributed significantly in each representation of customer behaviour. Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. https://doi.org/10.21834/jabs.v2i2.182 Ariffin, H.F., et.al., / Journal of ASIAN Behavioural Studies, jABs, 2(3), Apr / Jun 2017 (p.85-94) 86 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-ncnd/4.0/). Peer-review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for EnvironmentBehaviour Studies), Faculty of IntroductionIn order to meet the expectation with actual, if not optimum performance in restaurants, customer behaviour must be studied. Obviously, it takes more than food to create a good dining experience. Presentation of the restaurant environment must be taken into consideration in creating more a meaningful experience to restaurant patronage. The purpose of the study is to examine youth (customer) behaviour due to atmospheric elements in restaurants -and its effects on patronage mood, decision making behaviour, satisfaction level, and gestures. In addition, it explores the environment of the restaurant and the use of atmospherics by restaurateurs in regard to the reactions shown by customers to the atmosphere. The dimensions of colours, design, lighting, and restaurant layout, among others, were measured. Literature ReviewA review of the literature reveals that several definitions have been put forward to characterise the servicescape. Servicescape has been defined as all of the objective physical factors that can be controlled by the firm to enhance (or constrain) employee and customer actions by Bitner (1992, p. 65). Kotler (1973, p. 50) defined servicescape as -…design [of] buying environments to produce specific emotional effects in the buyer that enhance his [or her] purchase probability‖. Arnould (1998, p. 90) defined it as -consciously designed places, calculated to produce commercially significant actions‖. Added to the definition, in Babin and Attaway's (2000, p. 93), estimation, the servicescape -evokes emotions, which help determine value, and this value motivates customers to patronize a given choice repeatedly‖.Atmospherics has been defined as -the effort to design buying environments to produce specific emotional effects in the buyer that enhance his purchase probability‖ (Kotler, 1973, p. 50). The main sensory channels for atmosphere are sight, sound, scent and touc...

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Section: Literature Reviewmentioning

confidence: 96%

Restaurant's Atmospheric Elements: What the customer wants

Ariffin

Bibon

Abdullah

2017

jABs

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“…Customers tend to evaluate the attractiveness of the place when they approach it, even outside of it. Once inside, customers of leisure services spend hours examining (consciously and unconsciously) the venue (Wakefield & Blodgett, 1994).…”

Section: Research Framework and Methodologymentioning

confidence: 99%

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

Fernandes

Neves

2014

Journal of Strategic Marketing

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“…Since customers evaluate the entire service encounter, not just the initial interaction with the provider (Brown & Swartz, 1989), a failure in one aspect of that encounter may influence the extent that customers use criteria other than the service success in evaluating satisfaction with the overall service performance (Taylor & Claxton, 1994). Thus, many aspects of the service encounter may affect a customer's level of satisfaction to a greater degree than just service success (Wakefield & Blodgett, 1994;Mohr & Bitner, 1995). While the specific salient criteria may vary, customers judge the ability of a service provider to comply with their subjective expectations relative to these criteria.…”

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confidence: 99%

The impact of ethical cues on customer satisfaction with service

Thomas¹,

Vitell²,

Gilbert³

et al. 2002

Journal of Retailing

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This study examines the effects of ethical and unethical cues on customers' evaluations of the ethics of a service provider and their subsequent satisfaction with the service. The results of a disguised, laboratory experiment are used to suggest that customers respond to unethical cues in the environment through lower ethical assessments and satisfaction ratings, but that ethical cues may not necessarily increase satisfaction scores when compared to a neutral situation. The implications suggest that ethical cues and an honest service provider may be the expected norm, and thus will lead to (or maintain) satisfaction with the service encounter, while unethical cues will create dissatisfaction.

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The Importance of Servicescapes in Leisure Service Settings

Cited by 503 publications

References 12 publications

Restaurant's Atmospheric Elements: What the customer wants

Restaurant's Atmospheric Elements: What the customer wants

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

The impact of ethical cues on customer satisfaction with service

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