Business Commons^™

The Influence Of The Servicescape On Post-Consumption Processes, Daire Hooper

Doctoral

The physical and atmospheric cues in service environments have long been accepted as potent contributors to consumers’ overall evaluations of their service experiences. Theoretical frameworks conceptualising how these environmental cues impact on both emotional and cognitive processes have been put forward, yet the empirical work supporting these theories has become highly disjointed with a great deal of confusion regarding what should be classified as an environmental stimulus. By integrating the extant literature, this dissertation attempts to overcome theoretical ambiguities and proposes a second order factor model of service environments, also known as the servicescape, which is subsequently tested using a …