Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events

Investigating the role of the physical environment in hedonic service consumption: an exploratory... As we continue to enjoy economic growth and development in the latter part of the twentieth century, there is an abundance of disposable income for consumers to spend. Americans are spending more and more of these dollars in leisure activities. However, relatively little is known about which factors influence consumers' behavioral intentions (i.e., loyalty, word of mouth, willingness to pay a price premium) in this area. It appears that in this extremely attractive and growing services segment, academics, as well as practitioners, would benefit from investigating the relationships between the physical environment (i.e., servicescape) and several other key service constructs (i.e., positive effect, enduring involvement, service quality, waiting time, and value) on consumer behavioral intentions. With a better understanding of the servicescape's role in consumers' purchase decision processes, practitioners should be able to make adjustments in their marketing plans that should help to provide them with a sustainable advantage over their competition. This paper is intended to expand our understanding of how the servicescape influences behavioral intentions. A model is developed and tested on a sample of sporting event customers. The results support the model and lead to some interesting managerial implications. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events

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Publisher
Elsevier
Copyright
Copyright © 2002 Elsevier Science Inc.
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/S0148-2963(00)00211-3
Publisher site
See Article on Publisher Site

Abstract

As we continue to enjoy economic growth and development in the latter part of the twentieth century, there is an abundance of disposable income for consumers to spend. Americans are spending more and more of these dollars in leisure activities. However, relatively little is known about which factors influence consumers' behavioral intentions (i.e., loyalty, word of mouth, willingness to pay a price premium) in this area. It appears that in this extremely attractive and growing services segment, academics, as well as practitioners, would benefit from investigating the relationships between the physical environment (i.e., servicescape) and several other key service constructs (i.e., positive effect, enduring involvement, service quality, waiting time, and value) on consumer behavioral intentions. With a better understanding of the servicescape's role in consumers' purchase decision processes, practitioners should be able to make adjustments in their marketing plans that should help to provide them with a sustainable advantage over their competition. This paper is intended to expand our understanding of how the servicescape influences behavioral intentions. A model is developed and tested on a sample of sporting event customers. The results support the model and lead to some interesting managerial implications.

Journal

Journal of Business ResearchElsevier

Published: Sep 1, 2002

References

  • Atmospheric affect as a tool for creating value and gaining share of Customer
    Babin, BJ; Attaway, JS
  • Good and bad shopping vibes: spending and patronage satisfaction
    Babin, BJ; Darden, WR
  • A cross-sectional test of the effect and conceptualization of service value
    Cronin, JJ; Brady, MK; Brand, RR; Hightower, R; Shemwell, DJ
  • Consumers' emotional responses to service environments
    Foxall, GR; Greenley, GE
  • The relationship between waiting in a service queue and evaluations of service quality: a field theory perspective
    Houston, MB; Bettencourt, LA; Wenger, S
  • Attitude formation from product trial: distinct role of cognition and affect for Hedonic and functional products
    Kempf, DS
  • The importance of servicescapes in leisure settings
    Wakefield, KL; Blodgett, JG
  • Customer response to intangible and tangible service factors
    Wakefield, KL; Blodgett, JG

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