Evaluating the Impact of Servicescape on Customer Experience in the Hospitality Sector: A Comprehensive Review
DOI:
https://doi.org/10.53573/rhimrj.2023.v10n09.004Keywords:
Servicescape, Customer, Hospitality, Behaviour, EnvironmentAbstract
This review paper aims to provide a comprehensive examination of the role of servicescape in the hospitality sector and its influence on customer experiences. Servicescape, encompassing the physical environment, ambient conditions, and social factors within a service setting, plays a crucial role in shaping customer perceptions and behaviors. Through an extensive literature review, this paper synthesizes existing research on servicescape in the hospitality industry, highlighting key findings, theoretical frameworks, and methodological approaches. Additionally, the paper discusses the practical implications for hospitality managers seeking to optimize their servicescape to enhance customer satisfaction and loyalty. By consolidating diverse perspectives and empirical evidence, this review contributes to a deeper understanding of the multifaceted impact of servicescape on the overall guest experience in the hospitality sector.
References
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Zeithaml, V. A., & Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. The MIT Press.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 70(3), 283-294.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
Hanks, L. (2013). Aesthetics and architecture of hotels: A survey of guests' preferences. International Journal of Contemporary Hospitality Management, 25(7), 946-963.
Kwortnik, R. J., & Ross, W. T. (2007). When customers receive support from other customers: Exploring the influence of intercustomer socialization on customer satisfaction in hospitality contexts. Journal of Service Research, 10(3), 259-272.
Chebat, J. C., & Michon, R. (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories. Journal of Business Research, 56(7), 529-539.
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77(2), 273-289.
Bowen, J. T., & Lawler, J. J. (1995). Empowerment of service workers: What, why, how, and when. Sloan Management Review, 36(3), 31-39.
Borucki, C. C., & Burke, R. J. (1999). A social identity perspective on the relationship between perceived organizational support and organizational commitment. Journal of Social Psychology, 139(3), 357-368.
Yen, Y. S., & Lu, C. S. (2012). Cultural values reflected in service advertisements: A content analysis of hotel advertising in Taiwan. International Journal of Hospitality Management, 31(4), 1039-1047.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338-349.
Spies, K., Hesse, F. W., & Zinnbauer, M. A. (1997). Exploring the use of spatial cues in the selection of service providers. Journal of Economic Psychology, 18(4), 405-425.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105.
Hui, M. K., Dube, L., & Chebat, J. C. (1997). The impact of music on consumers' reactions to waiting for services. Journal of Retailing, 73(1), 87-104.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2015). Technology as a catalyst of change: Enablers and barriers of the tourist experience and their consequences. The Routledge Handbook of Transport Economics, 329.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323.
Hui, M. K., Dube, L., & Chebat, J. C. (1997). The impact of music on consumers' reactions to waiting for services. Journal of Retailing, 73(1), 87-104.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328-339.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211.
Dubé, L., & Morin, S. (2001). Background music pleasure and store evaluation intensity effects and psychological mechanisms. Journal of Business Research, 54(2), 107-113.
Jin, N., & Lin, L. (2013). Antecedents and consequences of employee organizational pride: Evidence from the luxury hotel industry. International Journal of Hospitality Management, 35, 34-41.
Schneider, B., & Bowen, D. E. (1995). Winning the service game. Harvard Business Review, 73(6), 120-134.
Jones, P. (1999). The impact of the physical environment on female consumers' emotions in service settings: A structural equation modelling approach. Journal of Services Marketing, 13(4/5), 296-316.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328-339.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Bowen, J. T., & Lawler, J. J. (1995). Empowerment of service workers: What, why, how, and when. Sloan Management Review, 36(3), 31-39.
Yen, Y. S., & Lu, C. S. (2012). Cultural values reflected in service advertisements: A content analysis of hotel advertising in Taiwan. International Journal of Hospitality Management, 31(4), 1039-1047.
Jin, N., & Lin, L. (2013). Antecedents and consequences of employee organizational pride: Evidence from the luxury hotel industry. International Journal of Hospitality Management, 35, 34-41.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2015). Technology as a catalyst of change: Enablers and barriers of the tourist experience and their consequences. The Routledge Handbook of Transport Economics, 329.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338-349.
Spies, K., Hesse, F. W., & Zinnbauer, M. A. (1997). Exploring the use of spatial cues in the selection of service providers. Journal of Economic Psychology, 18(4), 405-425.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105.
Hui, M. K., Dube, L., & Chebat, J. C. (1997). The impact of music on consumers' reactions to waiting for services. Journal of Retailing, 73(1), 87-104.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2015). Technology as a catalyst of change: Enablers and barriers of the tourist experience and their consequences. The Routledge Handbook of Transport Economics, 329.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. The MIT Press.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 70(3), 283-294.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
Hanks, L. (2013). Aesthetics and architecture of hotels: A survey of guests' preferences. International Journal of Contemporary Hospitality Management, 25(7), 946-963.
Kwortnik, R. J., & Ross, W. T. (2007). When customers receive support from other customers: Exploring the influence of intercustomer socialization on customer satisfaction in hospitality contexts. Journal of Service Research, 10(3), 259-272.
Chebat, J. C., & Michon, R. (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories. Journal of Business Research, 56(7), 529-539.
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77(2), 273-289.
Spence, C. (2011). Crossmodal correspondences: A tutorial review. Attention, Perception, & Psychophysics, 73(4), 971-995.
Javadian, G., & Mallak, L. (2012). The impact of lighting on customer behavior in casinos: A review of the literature. International Journal of Hospitality Management, 31(3), 896-905.
Jones, P. (1999). The impact of the physical environment on female consumers' emotions in service settings: A structural equation modelling approach. Journal of Services Marketing, 13(4/5), 296-316.
Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. Journal of Marketing, 46(3), 86-91.
Bowen, J. T., & Lawler, J. J. (1995). Empowerment of service workers: What, why, how, and when. Sloan Management Review, 36(3), 31-39.
Borucki, C. C., & Burke, R. J. (1999). A social identity perspective on the relationship between perceived organizational support and organizational commitment. Journal of Social Psychology, 139(3), 357-368.
Schneider, B., & Bowen, D. E. (1995). Winning the service game. Harvard Business Review, 73(6), 120-134.
Yen, Y. S., & Lu, C. S. (2012). Cultural values reflected in service advertisements: A content analysis of hotel advertising in Taiwan. International Journal of Hospitality Management, 31(4), 1039-1047.
Jin, N., & Lin, L. (2013). Antecedents and consequences of employee organizational pride: Evidence from the luxury hotel industry. International Journal of Hospitality Management, 35, 34-41.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services
