Customer response to intangible and tangible service factors

Customer response to intangible and tangible service factors This research investigates the question: Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Theoretical and empirical data from environmental psychology suggests that customer reactions to the tangible physical environment may be more emotional than cognitive, particularly when involving hedonic consumption. This article integrates environmental psychology into SERVQUAL (a current measure of service quality) to enable a fuller assessment of the role of the tangible aspects of service delivery. Based on consumer surveys in three leisure service settings, the findings are that the tangible physical environment plays an important role in generating excitement in leisure settings; excitement, in turn, plays a significant role in determining customers repatronage intentions and willingness to recommend. © 1999 John Wiley & Sons, Inc. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Psychology & Marketing Wiley

Customer response to intangible and tangible service factors

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Publisher
Wiley
Copyright
Copyright © 1999 John Wiley & Sons, Inc.
ISSN
0742-6046
eISSN
1520-6793
DOI
10.1002/(SICI)1520-6793(199901)16:1<51::AID-MAR4>3.0.CO;2-0
Publisher site
See Article on Publisher Site

Abstract

This research investigates the question: Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Theoretical and empirical data from environmental psychology suggests that customer reactions to the tangible physical environment may be more emotional than cognitive, particularly when involving hedonic consumption. This article integrates environmental psychology into SERVQUAL (a current measure of service quality) to enable a fuller assessment of the role of the tangible aspects of service delivery. Based on consumer surveys in three leisure service settings, the findings are that the tangible physical environment plays an important role in generating excitement in leisure settings; excitement, in turn, plays a significant role in determining customers repatronage intentions and willingness to recommend. © 1999 John Wiley & Sons, Inc.

Journal

Psychology & MarketingWiley

Published: Jan 1, 1999

References

  • The importance of servicescapes in leisure service settings
    Wakefield, Wakefield; Blodgett, Blodgett
  • The effect of the servicescape on customers' behavioral intentions in leisure service settings
    Wakefield, Wakefield; Blodgett, Blodgett

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