Social Servicescape Research Articles

Comparing the distinctive influences of physical and social servicescapes on brand love for internet‐famous restaurants

Purpose This study aims to investigate the different effects of physical and social servicescapes on brand love for internet-famous restaurants, focusing on their pathways and strengths of influence. Design/methodology/approach Structural equation modeling was applied to analyze data from 387 online questionnaires in China. Findings Results indicate that social servicescape directly influences brand love for internet-famous restaurants, while physical servicescape does not. The effect of physical servicescape on brand love for internet-famous restaurants is mediated by perceived coolness and perceived enjoyment, whereas social servicescape’s influence is mediated solely by perceived enjoyment. Overall, physical servicescape has a stronger impact on brand love for internet-famous restaurants compared to social servicescape. Practical implications The findings help internet-famous restaurants create effective physical and social servicescapes to enhance brand love, underscoring that physical servicescape is more crucial than social servicescape for cultivating this love. Originality/value This study contributes to the literature by analyzing the heterogeneous pathways and strengths of physical and social servicescapes influencing brand love for internet-famous restaurants, while highlighting the mediating role of perceived coolness and expanding the application scope of cognitive appraisal theory.

Exploring the Psychological Mechanism of How the Multidimensional Service Quality of Fitness Centers Affects Consumer Satisfaction and Loyalty Depending on the Level of Exercise Involvement

This study aimed to examine the influence of core services and the physical servicescape and social servicescape on consumer satisfaction and loyalty via perceived price fairness, flow experience, and rapport in fitness centers. Additionally, the present study explored how exercise involvement moderates the relationship between perceived price fairness, flow experience, rapport, and consumer satisfaction. For these purposes, targeting adults using fitness centers in South Korea, a total of 763 participants were sampled based on a cross-sectional design and used for data analyses involving confirmatory factor analysis for measurement validation and latent moderated structural equation modeling for hypothesis testing. The results showed that the core services, physical servicescape, and social servicescape enhance perceived price fairness, flow experiences, and rapport between staff and consumers, respectively. The study findings also indicated that exercise involvement significantly moderates the effect of price fairness and flow experience on satisfaction but not rapport. These insights offer practical and theoretical implications for fitness center management, emphasizing the importance of tailored service strategies in retaining loyal customers.

Physical and Social Servicescape: Impact on Customer Affection and Behavior at Full-Service Restaurants

ABSTRACT This study utilizes Stimulus Organism Response (SOR) theory to examine how customer, employee, and physical servicescape affect consumer behavior in full-service restaurants, as well as how customer affection mediates, and gender moderates these effects. We managed to collect 308 valid responses, which we further analyzed through structural equation modeling. The data supported the idea that customers, employees, and physical servicescape favorably affect customer affection, which in turn influences revisit intentions and WoM. Customer affection also mediates the effects of the three servicescape dimensions on WoM and revisit intentions. Males were more affected by employee servicescape and customer affection. Whereas females had a larger effect of customer servicescape on customer affection; other differences were insignificant. Within the SOR theory, we added customer affection as a mediator and gender as a moderator between servicescapes’ dimensions and behavioral outcomes (e.g. WoM and revisit intentions).

Destination Restaurants' Practices and the Production of Locality: The Case of Michelin Restaurants in China.

Dining plays a pivotal role in the travel experience, with numerous studies identifying the significant impacts of restaurant attributes on tourists' destination experiences and their sense of place. The identified attributes include the origin of food produce, menu design, the physical and social servicescape, and restaurant reputation, all of which have the potential to enhance customers' sense of place. Therefore, based on theories of the production of locality, this study explores how destination restaurants "put place on the plate" and identifies how destination restaurants promote place. Semi-structured interviews were conducted with the representatives of seventeen Michelin (one star, two stars, three stars, and Bib Gourmand)-awarded restaurants across Mainland China. The results reveal three primary strategies employed by destination restaurants in promoting place: forging partnerships with the local community to produce, present, and reproduce localities; leveraging local knowledge embedded in the local produce, recipes, cooking techniques, and local culture; and practicing translocality to introduce a regional cuisine to diverse and cosmopolitan consumers. This research provides a comprehensive understanding of the way in which notions of locality and place are used by destination restaurants and the way in which this may promote not only restaurants but also regional culinary cultures and destination attractiveness.

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

PurposeThe aim of this research is to determine the price fairness of the social servicescape and the effect of price fairness on customer trust. In this context, first of all, the effect of the social servicescape on price fairness and then the effect of price fairness on customer trust were tested.Design/methodology/approachThe universe of the research consists of people who visit Starbucks coffee stores. In the study, data were collected from 338 people who visited Starbucks coffee stores. The relationships between the variables were analyzed using the Structural Equation Modeling (SEM) Technique.FindingsAs a result of the research, it was concluded that employees, other customers and social crowds, which are from the dimensions of the social servicescape, do not have a significant effect on price fairness, the interaction between employee and customer, which is from the sub-dimensions of the social servicescape, has an effect on customers' perception of price fairness, and price fairness also has an effect on customer trust.Originality/valueThe important point in this research is to determine the effect of the social servicescape on price fairness, which has not been studied in the literature before. Although the effect of physical servicescape on price justice has been investigated, the effect of social servicescape on price justice has not been investigated. When evaluated from this point of view, it is thought that the research will have an important contribution to the literature.

The Effect of Halal Awareness, Halal Certification, and Social Servicecafe on Purchase Intention in Indonesia: The Mediating Role of Attitude

The research aims to determine the effect of Halal awareness, Halal certification, and social Servicescape on the purchase intention of Halal food, which is mediated by attitude towards Japanese food products. The research was conducted on 256 respondents who like Japanese ramen noodles. The determination of purposive sampling technique is used in this research. The research approach is the Structural Equation Model (SEM) with Smart-PLS analysis tool. The intention to buy Halal Food still needs to be considered in several aspects, such as certification, Halal Awareness, and social services, to lead the attitude to decide to buy Halal foods. The research is only focused on one Japanese restaurant, while the object of the study still needs to be comprehensive. In the next few years, it is hoped that the government will increase the counseling related to the “Indonesia is going to be the center of world’s Halal” program and decide on new, more exciting programs related to the Halal Industry. Furthermore, producers encourage companies to implement more stringent processes for security, cleanliness, and the packaging process for goods distribution to be marketed. The value of this research is to determine the consumers' trust in continuing to visit Japanese restaurants, though there needs to be more clarity on the restaurant's Halal certification.

The effect of the physical and social servicescape elements on the customer satisfaction and the intention to recommend the service. Evidence from the nightclub sector during COVID-19 pandemic

The effect of the physical and social servicescape elements on the customer satisfaction and the intention to recommend the service. Evidence from the nightclub sector during COVID-19 pandemic

Linking social servicescape and restoration in dining settings: the moderating role of substantive servicescape

PurposeWhile the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative service outcomes. This study aims to assess how social service elements can provide customers with restorative qualities, though social components are considered vital in constituting a dining locale's servicescape (AKA Social Servicescape).Design/methodology/approachThe study fills the void above by undertaking a survey-based quantitative research method. Using online surveys with a sample of 306 diners, the study employed structural equation modeling to explore a proposed moderated mediation model. A post-hoc interview followed to provide qualitative data to complement the findings developed from surveys.FindingsResults first point to a positive relationship between social servicescape and attention restoration. Moreover, the authors unveil that substantive servicescape has a moderating effect on the relationship of interest, suggesting the interplay of social and built servicescape in promoting restorative experiences.Research limitations/implicationsSocial and built stimuli can be intertwined to offer restorative qualities for customers. Through such an intertwined network of relationships, one may derive better mental health resources from hospitality settings.Originality/valueThis research presents new nuances to the existing field of inquiry by linking social servicescape and restoration through an intertwined network of attentional recovery.

The impact of ski servicescape on tourist loyalty: evidence from Chinese market

ABSTRACT With the rapid development of the Chinese ski tourism industry, there has been a surge in public enthusiasm for participating in ski tourism. However, ski tourists exhibit a low per capita skiing frequency, indicating room for improvement in their loyalty. Based on Stimulus-Organism-Reaction (SOR) theory, this study examines the impact of ski servicescape on tourist loyalty, positing that physical servicescape, social servicescape and social symbolic servicescape within the ski servicescape all exert a significant positive effect on flow experience and meaningful experience. However, natural servicescape does not demonstrate a significant effect on either flow experience or meaningful experience. Furthermore, both flow experience and meaningful experience significantly contribute to tourist loyalty. Additionally, the gender of ski tourist moderates the relationships between ski servicescape and tourist loyalty. The present study contributes to the existing research on servicescape and tourist loyalty by providing empirical evidence from the Chinese ski market, thereby offering a theoretical foundation and methodological guidance for the design and management of ski servicescape.

A child play‐and‐learn area contributing to urban regeneration: A case in Christchurch, New Zealand

AbstractThis study regards a Child Play‐and‐Learn Area (CPLA) in a library as a third place and investigates its relationships with visitors through the concept of place attachment. To understand the influence of the CPLA, the study examined the relationships among visitors' place attachment, servicescape and behavioural intentions involving place scales. A survey was conducted in a CPLA in Christchurch, New Zealand (The Imagination Station in the central library) and collected 406 questionnaires. The results indicate that the physical and social servicescape of the CPLA can enhance visitors' place attachment and influence their behavioural intentions in the library and the city. The findings suggest that community‐oriented places like CPLAs and libraries should be used as social infrastructure in urban regeneration strategies.

크루즈 관광의 물리적 및 사회적 서비스 스케이프가 지각된 가치, 전반적 만족, 행동의도에 미치는 영향

크루즈 관광의 물리적 및 사회적 서비스 스케이프가 지각된 가치, 전반적 만족, 행동의도에 미치는 영향

The interplay between physical and social servicescape: investigating negative CCI

PurposeNegative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI. Moreover, through an examination of customers’ responsibility attribution, the paper underlines the need for service organizations to manage this interplay.Design/methodology/approachThe authors rely on a mixed approach with two studies grounded in the Stimulus–Organism–Response paradigm. In a preliminary quantitative study, the authors test a model of the effects of NCCI on customers’ attribution and behavioral outcomes using partial least squares structural equation modeling. Next, in a qualitative study, they collect and explore NCCI incidents in eight service industries relying on the critical incident technique (CIT).FindingsWhen experiencing NCCI, customers attribute at least partial responsibility for their negative experience to the service provider. The findings of the CIT study reveal three interplay mechanisms leading to NCCI: when other customers’ behavior is triggered by the physical servicescape; when other customers’ behavior is incongruent with the behavioral norms set by the physical servicescape; and when the physical servicescape is altered by other customers’ misbehavior.Originality/valueThis paper provides a comprehensive, empirically grounded, understanding of the interplay between the physical and social servicescape, focusing on the presence and behavior of the other customers and its effect on the customer experience.

An Evaluation of Moderating Variable of “Physical Distance” among Customers on Social Servicescape and Place Attachment: Impact of Customer Loyalty in the Context of Hotel Indusrty

Customer loyalty is undeniably a significant issue in service organizations. The retention issues, especially in the hotel, are becoming challenging due to the postbreak pandemic of Covid-19. Even though Malaysia is recognized as one of the countries in the fastest recovery from this pandemic, it has given a massive impact on the hospitality industry in the coming years. The widespread movement order control (MOC) and social distance initiatives to minimize the transmission of fast spread virus in the neighboring countries, including Malaysia, have changed how the service organization operates and how customers behave that created uncertainty in future tourism. Hence this study is attempting to develop on customers’ loyalty framework for the hotel industry by considering how physical distance moderates the relationship between people's indirect interaction (social servicescape) and emotional attachment (place identity). Also, how this emotional attachment mediates the relationship between social servicescape and customer loyalty, overall, this conceptual paper could demonstrate the critical elements of social servicescape in contributing customer loyalty even in the existence of physical distance among people. In a further study, the PLS-SEM method is appropriate to analyze the proposed relationships.

Influences of Servicescape on Customer Loyalty in Resort Hotel Industry: A Stepping-Stone for Future Studies By Expanding Place Attachment as Mediator

Purpose: This paper aims to investigate the importance of servicescape in the context of the hotel industry, based on the holistic perspective, by examining physical servicescape, social servicescape and e-servicescape factors of the resort hotel environment. Drawing on the Stimulus-Organism-Response (S-O-R) theory, this study conceptually proposes a theoretical model that investigating the relationship among various elements of servicescape, place attachment and customer loyalty by considering internal and external environment of resort hotel servicescape. In addition, this study extends knowledge of place attachment as a multidimensional construct namely place dependence and place identity that treat as mediation role between servicescape and customer loyalty Methodology: To analysis the predicted propositions, further study is recommended to employ partial least squares structural equation modelling (PLS-SEM). Findings: Centred on the S-O-R and Attachment Theory as theoretical backgrounds, this study proposes eight propositions, positing the relationships between servicescape and its consequences to place dependence, place identity and customer loyalty Implications for theory and practice: This research will add value to the related literature by filling the void of previous research and will provide practical implications for resort hotels managers on designing and maintain positive customer response with the underlying mechanism of attachment between resort hotel servicescape and customer loyalty Originality and value: Fulfilling an identified need to further develop the resort environment in hotel industry, this study proposes a conceptual framework of servicescape to investigate its effects on resort hotel customer’s attachment and loyalty.

Towards sustainable servicescape – tourists’ perspectives of accommodation service attributes

The study uses content analysis to identify the sustainable attributes in 678 accommodation reviews from Finnish and Russian tourists published on the Tripadvisor website and examines the sustainability perceptions of these tourist groups. The servicescape framework was applied to the structuring of the attributes indicating sustainability in accommodation services. The sustainable attributes highlighted in the reviews were more frequently in the physical rather than in the social servicescape factor. The tourists also reported environmental sustainability attributes more often than those related to social, cultural and economic sustainability. Overall, the sustainable attributes were perceived positively. By analysing positive and negative tourists’ perceptions in a sustainability context, this research provides insights drawn from tourists’ perspectives to support the development of appealing and sustainable tourism accommodation products. The study also proposes a servicescape framework for managing environmental, social, cultural and economic sustainability in accommodation services.

Understanding health center–client relationships in the context of a developing Latin America country

This study investigates community health center–client relationships in a developing country. Community health centers deliver health care services to clients who are often financially, or socially disadvantaged. This research empirically explores the extent to which clients’ perceptions of the center’s physical environment, the quality of their social relationships with staff, and the center’s subsidized prices encourage them to engage in favorable behaviors, including place dependence, spreading word of mouth, attending educational events, and complying with health providers’ instructions. The results reveal that the center’s subsidized prices for services are better determinants for favorable outcomes than the setting or relationships. Hoteliers that target budget travelers should realize that although physical and social servicescape elements are important, they are often of lesser importance to these travelers compared to room rates. Namely, budget travelers do not expect elaborate environments or interpersonal communication with employees; therefore, hoteliers should refrain from unnecessary investments.

From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior

ABSTRACT The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape (signages, partitions, and spatial density) and the social servicescape (other customer misbehavior) on customer citizenship behavior and revisit intention via the mediating roles of perceived competence, perceived ethicality, and other customer trust. This study conducts two between-subjects experimental design studies with both written and pictorial manipulations in restaurant and retail store contexts to increase generalizability for services marketing. Signages and other customer misbehavior promote customer citizenship behavior through perceived competence and ethicality while partition shows the mixed results on customer perceptions. This paper contributes to servicescape and customer citizenship literature by identifying how the servicescape affects customer citizenship behavior via customers’ perception. The findings of this current study also offer practical guidance as to how firms can be more strategic in design choices.

How dissimilarity attributes at restaurants trigger negative emotions and associated behavioral intentions: the role of attribute performance

PurposeConsumers' perceptions of different aspects pertaining to servicescape and social servicescape at restaurants have received little consideration in the hospitality literature. To fill this gap, the authors develop a model that conceptualizes and empirically examines the impact of dissimilar attributes in restaurants on the development of negative emotions and the influence of negative emotions on consumers' dissatisfaction, which in turn determines consumers' behavioral intentions.Design/methodology/approachThe authors used the moderating impact of restaurant attribute performance to support the link between negative emotions and dissimilar attributes. To achieve the study's goals, the authors conducted two investigations, Study 1 and Study 2, in Bangladesh and China, respectively. For study 1, 600 data were obtained from local Bangladeshi consumers, while for study 2, 396 foreign customers in China were surveyed. The collected data were examined by using Structural Equation Modeling (SEM) approach. The authors utilized IBM Analysis of Moment Structure (AMOS), version 24.0.FindingsBoth studies 1 and 2 found that dissimilar restaurant attributes had significant positive effects on the development of negative emotions, positive effects of negative emotions on consumer dissatisfaction and a positive influence of consumer dissatisfaction on consumers' behavioral intentions. Results of both studies 1 and 2 also showed that restaurant attributes performance positively moderate the relationships between dissimilar attributes and negative emotions.Practical implicationsThe study's empirical results contribute to the body of knowledge in the domains of tourism, consumer psychology and consumer behavior. The study's findings can assist restaurant managers in better understanding how different features related to the servicescape and social servicescape dimensions cause unpleasant emotions and, as a result, influence consumer behavioral intentions.Originality/valueNo preceding research has looked at the link between dissimilar features and negative emotions in the restaurant setting to the authors' knowledge. Also, no previous research has looked at the moderating consequence of restaurant attributes in the association between dissimilar attributes and negative emotions. This research aims to fill those knowledge gap.

How B&B experience affects customer value cocreation under the social servicescape: an emotional psychological perspective

ObjetivoEste estudio pretende analizar cómo la experiencia en un B&B influye en la cocreación de valor para el cliente (CVCC) a través de factores psicológicos emocionales en el marco social del servicescape.Diseño/metodología/enfoqueSe construyó un modelo de mediación en cadena moderado basado en el marco social del servicescape. En este estudio se recogieron 722 cuestionarios válidos mediante un muestreo de conveniencia en Xiamen, China, y se tomaron como muestra turistas con experiencias en establecimientos Bed and Breakfast (B&B). Se utilizó un análisis de modelo de ecuaciones estructurales (SEM) para poner a prueba las hipótesis pertinentes.ConclusionesLos resultados revelan que la experiencia en el B&B es el factor central para estimular la CVCC. En este proceso, los factores psicológicos emocionales individuales (excitación placentera y apego al lugar) desempeñan un papel mediador en cadena. Además, el carácter local modera positivamente el efecto de refuerzo de la experiencia de B&B sobre la excitación placentera y refuerza el efecto positivo de la excitación placentera sobre el apego al lugar.Implicaciones prácticasLos resultados pueden proporcionar estrategias de CVCC útiles para los operadores de B&B. Pueden lograr la CVCC mejorando las experiencias de los clientes, reforzando las interacciones emocionales y construyendo la cultura local, mejorando así la competitividad de los B&B.Originalidad/valorLa investigación actual carece de un análisis en profundidad sobre la relación interna y la lógica entre la experiencia de los B&B y la CVCC, especialmente desde las perspectivas psicológicas emocionales. Este estudio es uno de los primeros que revela el mecanismo del proceso de CVCC de los B&B bajo el modelo social del servicescape desde una perspectiva psicológica emocional. Proporciona un nuevo modelo teórico para la investigación sobre la CVCC en la lógica dominante de la experiencia.

How much similarity is good? The effect of similarity and crowding on place satisfaction

ABSTRACT The relationship between perceived similarity, crowdedness and tourists’ evaluations of their experience has been largely neglected by research into the destination social servicescape. This study therefore examines this relationship to fill the gap in the literature. Data were collected from 282 tourists in Pamukkale, Turkey. PLS-SEM and fsQCA were combined to identify the symmetric and asymmetric effects of the destination social servicescape. The PLS-SEM results showed that demographic similarity significantly increased place satisfaction, whereas psychographic similarity and perceived crowdedness had no effect. The study also used fsQCA to investigate how crowdedness and similarity predict place satisfaction in combination with income, age, education, and gender. The analysis identified five different models of place satisfaction by combining different demographic factors.