Title
An expanded servicescape perspective
Abbreviated Journal Title
J. Serv. Manage.
Keywords
Servicescape; Attention restoration theory; Service design; Environmental psychology; Atmospherics; Marketing; Consumer behaviour; Decision making; SOCIAL SUPPORT; PHYSICAL-ENVIRONMENT; PLACE-IDENTITY; COMMERCIAL; FRIENDSHIPS; 3RD PLACES; EXPERIENCE; CONSUMERS; BEHAVIOR; CUSTOMERS; ATTENTION; Management
Abstract
Purpose - The purpose of this paper is to put forth an expanded servicescape framework that shows that a perceived servicescape comprises physical, social, socially symbolic, and natural environmental dimensions. Design/methodology/approach - This conceptual paper offers an in-depth literature review on servicescape topics from a variety of disciplines, both inside and outside marketing, to advance a logical framework built on Bitner's seminal article (1992). Findings - A servicescape comprises not only objective, measureable, and managerially controllable stimuli but also subjective, immeasurable, and often managerially uncontrollable social, symbolic, and natural stimuli, which all influence customer approach/avoidance decisions and social interaction behaviors. Furthermore, customer responses to social, symbolic, and natural stimuli are often the drivers of profound person-place attachments. Research limitations/implications - The framework supports a servicescape paradigm that links marketing, environmental/natural psychology, humanistic geography, and sociology. Practical implications - Although managers can easily control a service firm's physical stimuli, they need to understand how other critical environmental stimuli influence consumer behavior and which stimuli might overweigh a customer's response to a firm's physical dimensions. Social implications - The paper shows how a servicescape's naturally restorative dimension can promote relief from mental fatigue and improve customer health and well-being. Thus, government institutions (e.g. schools, hospitals) can improve people's lives by creating natural servicescapes that have restorative potential. Originality/value - The framework organizes more than 25 years of servicescape research in a cogent framework that has cross-disciplinary implications.
Journal Title
Journal of Service Management
Volume
22
Issue/Number
4
Publication Date
1-1-2011
Document Type
Article
Language
English
First Page
471
Last Page
490
WOS Identifier
ISSN
1757-5818
Recommended Citation
"An expanded servicescape perspective" (2011). Faculty Bibliography 2010s. 1830.
https://stars.library.ucf.edu/facultybib2010/1830
Comments
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