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