The Importance of Servicescapes in Leisure Service Settings

作者：Kirk L. Wakefield, Jeffrey G. Blodgett · 发表于：Journal of Services Marketing · 年份：1994 · DOI：10.1108/08876049410065624 · 被引用次数：636 · 研究领域：Customer Service Quality and Loyalty、Consumer Retail Behavior Studies、Consumer Behavior in Brand Consumption and Identification

Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how consumers perceive the quality of the “servicescape” and what effect the servicescape has on customer satisfaction and repatronage. Investigates these effects, as well as the interactions of perceived crowding, excitement and enduring involvement associated with the leisure service. Results indicate that servicescape quality does play an important role in determining customer affective and behavioural response to the service.