Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions

Keywords

service environment, servicescape, social serviscape, social factors

Abstract

While most previous research has focused on the physical service environment, research on the social aspect in the service environment is scant. This study examined how social factors (employees, other customers, social crowding, and rapport) in the service environment influence restaurant image and customers’ behavioral intentions. Based on past research, a theoretical framework was developed and the data collected from online surveys was analyzed through structural equation modeling. Our findings, based on a survey of 500 participants, suggest that social factors influence restaurant image and, consequently, behavioral intentions.

Publication Date

7-8-2015

Original Citation

Jang, Yeajin, Ro, Heejung, & Kim, Tae-hee. (2015). Social-servicescape: The impact of social factors on restaurant image and return intentions. International Journal of Hospitality & Tourism Administration, 16(3), 290-309.

Number of Pages

290-309

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality and Tourism Administration

Volume

16

Issue

3

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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