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.
Psychology & Marketing – Wiley
Published: Jan 1, 1999
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera