Leisure Studies Commons^™

The Impact Of Leisure-Sport Facility Design On Customer Satisfaction, Alvin Y. Lee

Theses: Doctorates and Masters

Marketing, retailing, organizational behavior and consumer behavior textbooks often mention the effects of servicescape atmospherics, physical design and decor elements on facility users. Service managers also recognize it as being an important aspect of their businesses. Yet, in marketing, there is surprisingly little research that is based on theoretical models which predict customer reactions to the different elements in the servicescape. Even less has been done to explore the effects of servicescape elements on customer satisfaction and behavioral intentions. This thesis focuses on selected aspects of Bitner's (1992) servicescape framework and explores the effects of layout. accessibility, aesthetics, electronic equipment, …