Title

Beyond The Physical Servicescape: How Social, Symbolic, And Restorative Servicescapes Influence Consumer Behavior

Abstract

This chapter expands on Bitner's (1992) seminal article, in which she introduces the term "servicescapes" to the marketing and environmental psychological disciplines. Bitner originally conceived the term to denote objective, physical stimuli, which are under managerial control and affect both customers and employees within a specific consumption setting. Since then, other marketing researchers have looked beyond a built environment's physical realm to stimuli found in realms that are often uncontrollable by managers. These realms include the social, the symbolic, and the restorative. This chapter reveals how consumers are influenced by a confluence of servicescape stimuli that have social, cultural, and psychological meaning and that affect approach/avoidance behaviors. ition, the chapter highlights how marketers, environmental and natural psychologists, humanistic geographers, gerontologists, and public health researchers can further explore the influence of servicescape stimuli on human behavior. © 2010 by Nova Science Publishers, Inc. All rights reserved.

Publication Date

12-1-2010

Publication Title

Environmental Psychology: New Developments

Number of Pages

195-210

Document Type

Article; Book Chapter

Personal Identifier

scopus

Socpus ID

84895302579 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/84895302579

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