Abstract
The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples t-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurants
Highlights
The increasing debate on customer satisfaction in services put emphasis on intangible emotional factors in determining customer satisfaction in services provided [1,2,3]
It was considered important to reveal the differences in attitudes towards social servicescape factors between men and women, the authors of the study covered by the present paper conducted independent samples t-tests
The importance of social servicescape attributes on customer satisfaction was well documented in the present study
Summary
The increasing debate on customer satisfaction in services put emphasis on intangible emotional factors in determining customer satisfaction in services provided [1,2,3] This is being documented in services that have a strong tangible component [4,5], making an emotional perception a focal point in concluding on the overall quality of services [6]. The complexity of social servicescape research is composed of two components—difficulties in measuring intangible attributes [7] and the fact, that different services are being characterized by a different set of social servicescape attributes of varying importance [8] This necessity for specific research in particular industries motivates us to reveal that social servicescape factors are principal in defining the customer satisfaction in middle-priced restaurants and inducing repurchase intentions. This is fairly new knowledge, as typically research is oriented at luxury service encounters [9,10,11] or casual service providers [12,13,14] leaving middle-priced services, especially restaurants, in the shadow of scientific interest
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Open Innovation: Technology, Market, and Complexity
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
