Business Commons^™

The Servicescape As An Antecedent To Service Quality And Behavioral Intentions, Daire Hooper, Joseph Coughlan, Michael Mullen

Articles

Purpose: The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions. We both propose and operationalize this model and in doing so make a theoretical contribution by demonstrating how a delineation between these two constructs is necessary in order for theory to progress in this area.

Design/methodology/approach: A total of 355 customers were intercepted as they exited a retail store and surveyed using a structured questionnaire. The data was then analyzed using …

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 …