The Effect of Servicescape on Customer Satisfaction
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Published:
Nov 9, 2019
Keywords:
Servicescape Place Attachment Customer Satisfaction
Main Article Content
Abstract
Many firms compete exploiting and exploring substantial resources to build their place attachment in order to maintain a competitive advantage. The purpose of this research is to examine the influence of servicescape through the consequential factors in order to achieve on customer satisfaction. Data were
collected from 391 customer of Toyota customer service center in Nakhon Ratchasima Province.
A questionnaire is used to collect data. The statistic techniques was analyzed by multiple regression analysis at the statistically significant level of .05 is employed to examine all hypotheses. The results reveal that servicescape plays a significant role in determining place attachment. Likewise, place attachment has a significant and positive effect on customer satisfaction. In addition, conclusion and future research will be
discussed. Both theoretical and managerial contributions support are clearly provided.
Article Details
How to Cite
Inthasang, C., Pimpan, S., & Khamphroh, A. (2019). The Effect of Servicescape on Customer Satisfaction. JOURNAL OF SOUTHERN TECHNOLOGY, 12(2), 193–204. Retrieved from https://so04.tci-thaijo.org/index.php/journal_sct/article/view/142112
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Research Manuscript
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Authors must agree to the journal publication rules and allow the editors to edit the manuscripts for publication.
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Author’s right belongs to the author but Journal of Southern Technology holds the right of first publication and thus allow readers to use the article for the purpose of education but not commercial.
References
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Bastiat, F., de Huszar, G. B., & Hayek, F. A. (1964). Selected Essays on Political Economy. Princeton: Van Nostrand.
Belk, R. W. (1988). Possessions and the extended self. Journal of Consumer Research, 15(2), 139–168.
Bhattacharya, C.B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88.
Bitner, M.J. (1990). Valuating service encounters: the effects of physical surroundings and employee Responses. Journal of Marketing, 54(2), 69-82.
Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Booms, B.H., & Bitner, M.J. (1981). Marketing strategies and organizational structures for service firms, In Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, 47-51.
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Elsbach, K.D., & Bechky, B.A. (2007). It more than a desk: working smarter through leveraged office Design. California Management Review, 49(2), 80-101.
Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718–739.
Hair, Jr.J.F., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis: A Global Perspective. (7th ed.). New Jersey: Pearson Prentice Hall.
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Hwang, S. C. Lee., & Chen, H. (2005). The relationship among tourists’ involvement, place attachment and interpretation satisfaction in Taiwan’s National Park. Tourism Management, 26 (2), 143-56.
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Kyle, G. T., Graefe, A., & Manning, R. (2005). Testing the dimensionality of place attachment in recreational settings. Environment and Behavior, 37(2), 153–177.
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Kyle, G., Graefe, A., Manning, R., & Bacon, J. (2004b). Effect of activity involvement and place attachment on recreationists’ perceptions of setting density. Journal of leisure Research, 36(2), 209-231.
Low, S. M., & Altman, I. (1992). Place attachment: A conceptual inquiry. Human Behavior & Environment: Advances in Theory & Research, 12, 1–12.
Miles, P., Miles, G., & Cannon, A. (2012). Linking servicescape to customer satisfaction: Exploring the role of competitive strategy. International Journal of Operations & Production Management, 32(7), 772-795.
Milligan, M. J. (1998). Interactional past and potential: The social construction of place attachment. Symbolic Interaction, 21(1), 1–33.
Milliman, R.E. (1982). Using background music to affect the behavior of supermarket shop pers. Journal of Marketing, 46(3), 86-91.
. (1986). The influence of background music on the behavior of restaurant patrons. Journal of Consumer Research, 13(2), 286-289.
Morrison, M., Gan, S., Dubelaar, C., & Oppewal, H. (2011). In-store music and aroma influences on shopper behavior and satisfaction. Journal of Business Research,64(6), 558-564.
Neter, J., Kutner, M. H., Nachtsheim, C. J., & Wasserman, W. (1985). Applied Linear Statistical Models: Regression, Analysis of Variance, and Experimental Designs. 2nd ed. Homewood: Richard D. Irwin, Inc.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Park, C.W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical equity drivers. Journal of Marketing, 74(6), 1–17.
Prayag, G., & Ryan, C. (2012). Antecedents of tourists’ loyalty to Mauritius: The role and influence of destination image, place attachment, personal involvement, and satisfaction. Journal of Travel Research, 51(3), 342-356.
Proshansky, H. M. (1978). The city and selfidentity. Environment and Behavior, 10(2), 147–169.
Proshansky, H.M., Fabian, A. K., & Kaminoff, R. (1983). Place-identity: Physical world socialization of the self. Journal of Environmental Psychology, 3(1), 57–83.
Raza, K. (2013). Impact of servicescape on customer satisfaction. International Journal of Economic, Business and Social Sciences, 1(1), 47-66.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808.
Rosenbaum, M. S., Ward, J., Walker, B. A., & Ostrom, A. L. (2007). A cup of coffee with a dash of love: An investigation of commercial social support and thirdplace attachment. Journal of Service Research, 10(1), 43–59.
Sirgy, M. J., Grewal, D., & Mangleburg, T. (2000). Retail environment, self-congruity, and retail patronage: An integrative model and a research agenda. Journal of Business Research, 49(2), 127–138.
Spangenberg, E.R., Crowley, A., & Henderson, P.W. (1996). Improving the store environment: Do olfactory cues affect evaluations and behaviors. Journal of Marketing, 60(2), 67-80.
Stokols, D., & Shumaker, S. A. (1981). In J. Harvey (Ed.), People in places: A transactional view of settings. Cognition, social behavior, and the environment (441–488). New Jersey: Lawrence Erlbaum.
Vargo, S.L., & Lusch, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
. (2008). Service dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36, 1-10.
Vilnai-Yavetz, I., Rafaeli, A., & Yaacov, C. S. (2005). Instrumentality, aesthetics, and symbolism of office design. Environment and Behavior, 37(4), 533-551.
Wakefield, K.L., & Blodgett, J.G. (1996). The effects of the servicescape on customers behavioral intentions in leisure service setting. Journal of Services Marketing, 10(6), 45-61.
Weiss, R. S. (1988). Loss and recovery. Journal of Social Issues, 44(3), 37–52.
Williams, D. R., & Vaske, J. J. (2003). The measurement of place attachment: Validity and generalizability of a psychometric approach. Forest Science, 49(6), 830–840.
Yamane, T. (1973). Statistics: An Introductory Analysis. (2rd ed.). New York: Harper and Row.
Yuksel, A., F. Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on consumer satisfaction and cognitive, affective & conative loyalty. Tourism Management, 31(2), 274-284.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58, 53–66.
Anholt, S. (2006). Competitive Identity: The New Brand Management for Nations, Cities and Regions, Palgrave Macmillan, London.
Areni, C. S., & Kim, D. (1994). The influence of in-store lighting on consumers’ examination of merchandise in a wine store. International Journal of Research in Marketing, 11(2), 117-125.
Backlund, E. A., & Williams, D. R. (2004). A quantitative synthesis of place attachment research: Investigating past experience and place attachment. In Proceedings of the 2003 Northeastern Recreation Research Symposium.
Bastiat, F., de Huszar, G. B., & Hayek, F. A. (1964). Selected Essays on Political Economy. Princeton: Van Nostrand.
Belk, R. W. (1988). Possessions and the extended self. Journal of Consumer Research, 15(2), 139–168.
Bhattacharya, C.B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88.
Bitner, M.J. (1990). Valuating service encounters: the effects of physical surroundings and employee Responses. Journal of Marketing, 54(2), 69-82.
Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Booms, B.H., & Bitner, M.J. (1981). Marketing strategies and organizational structures for service firms, In Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, 47-51.
Easthope, H. (2004). A place called home Housing.Theory and Society, 21(3), 128–138.
Elsbach, K.D., & Bechky, B.A. (2007). It more than a desk: working smarter through leveraged office Design. California Management Review, 49(2), 80-101.
Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718–739.
Hair, Jr.J.F., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis: A Global Perspective. (7th ed.). New Jersey: Pearson Prentice Hall.
Hazan, C., & Shaver, P. R. (1994). Attachment as an organizational framework for research on close relationships. Psychological Inquiry, 5(1), 1–22.
Hernández, B., Martín, A. M., Ruiz, C., & Carmen, H. M. (2010). The role of place identity and place attachment in breaking environmental protection laws. Journal of Environmental Psychology, 30(3), 281-288.
Hwang, S. C. Lee., & Chen, H. (2005). The relationship among tourists’ involvement, place attachment and interpretation satisfaction in Taiwan’s National Park. Tourism Management, 26 (2), 143-56.
Jorgensen, B. S., & Stedman, R. C. (2001). Sense of place as an attitude: Lakeshore owners attitudes toward their properties. Journal of Environmental Psychology, 21(3), 233–248.
Kotler, P., Haider, D.H., & Rein, I. (1993). Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States and Nations. The Free Press, New York, NY.
Kotler, P., Asplund, C., Rein, I., & Haider, D.H. (1999). Marketing Places Europe: Attracting Investments, Industries, and Visitors to European Cities, Communities, Regions and Nations, Financial Times/Prentice Hall, Harlow.
Kyle, G. T., Absher, J. D., & Graefe, A. R. (2003). The moderating role of place attachment on the relationship between attitudes toward fees and spending preferences. Leisure Sciences, 25(1), 33–50.
Kyle, G. T., Graefe, A., & Manning, R. (2005). Testing the dimensionality of place attachment in recreational settings. Environment and Behavior, 37(2), 153–177.
Kyle, G. T., Absher, J. D., Graefe, A. R., Mowen, A. J., & Tarrant, M. (2004a). Linking place preferences with place meaning: An examination of the relationship between place motivation and place attachment. Journal of Environmental Psychology, 24(4), 439–454.
Kyle, G., Graefe, A., Manning, R., & Bacon, J. (2004b). Effect of activity involvement and place attachment on recreationists’ perceptions of setting density. Journal of leisure Research, 36(2), 209-231.
Low, S. M., & Altman, I. (1992). Place attachment: A conceptual inquiry. Human Behavior & Environment: Advances in Theory & Research, 12, 1–12.
Miles, P., Miles, G., & Cannon, A. (2012). Linking servicescape to customer satisfaction: Exploring the role of competitive strategy. International Journal of Operations & Production Management, 32(7), 772-795.
Milligan, M. J. (1998). Interactional past and potential: The social construction of place attachment. Symbolic Interaction, 21(1), 1–33.
Milliman, R.E. (1982). Using background music to affect the behavior of supermarket shop pers. Journal of Marketing, 46(3), 86-91.
. (1986). The influence of background music on the behavior of restaurant patrons. Journal of Consumer Research, 13(2), 286-289.
Morrison, M., Gan, S., Dubelaar, C., & Oppewal, H. (2011). In-store music and aroma influences on shopper behavior and satisfaction. Journal of Business Research,64(6), 558-564.
Neter, J., Kutner, M. H., Nachtsheim, C. J., & Wasserman, W. (1985). Applied Linear Statistical Models: Regression, Analysis of Variance, and Experimental Designs. 2nd ed. Homewood: Richard D. Irwin, Inc.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Park, C.W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical equity drivers. Journal of Marketing, 74(6), 1–17.
Prayag, G., & Ryan, C. (2012). Antecedents of tourists’ loyalty to Mauritius: The role and influence of destination image, place attachment, personal involvement, and satisfaction. Journal of Travel Research, 51(3), 342-356.
Proshansky, H. M. (1978). The city and selfidentity. Environment and Behavior, 10(2), 147–169.
Proshansky, H.M., Fabian, A. K., & Kaminoff, R. (1983). Place-identity: Physical world socialization of the self. Journal of Environmental Psychology, 3(1), 57–83.
Raza, K. (2013). Impact of servicescape on customer satisfaction. International Journal of Economic, Business and Social Sciences, 1(1), 47-66.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808.
Rosenbaum, M. S., Ward, J., Walker, B. A., & Ostrom, A. L. (2007). A cup of coffee with a dash of love: An investigation of commercial social support and thirdplace attachment. Journal of Service Research, 10(1), 43–59.
Sirgy, M. J., Grewal, D., & Mangleburg, T. (2000). Retail environment, self-congruity, and retail patronage: An integrative model and a research agenda. Journal of Business Research, 49(2), 127–138.
Spangenberg, E.R., Crowley, A., & Henderson, P.W. (1996). Improving the store environment: Do olfactory cues affect evaluations and behaviors. Journal of Marketing, 60(2), 67-80.
Stokols, D., & Shumaker, S. A. (1981). In J. Harvey (Ed.), People in places: A transactional view of settings. Cognition, social behavior, and the environment (441–488). New Jersey: Lawrence Erlbaum.
Vargo, S.L., & Lusch, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
. (2008). Service dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36, 1-10.
Vilnai-Yavetz, I., Rafaeli, A., & Yaacov, C. S. (2005). Instrumentality, aesthetics, and symbolism of office design. Environment and Behavior, 37(4), 533-551.
Wakefield, K.L., & Blodgett, J.G. (1996). The effects of the servicescape on customers behavioral intentions in leisure service setting. Journal of Services Marketing, 10(6), 45-61.
Weiss, R. S. (1988). Loss and recovery. Journal of Social Issues, 44(3), 37–52.
Williams, D. R., & Vaske, J. J. (2003). The measurement of place attachment: Validity and generalizability of a psychometric approach. Forest Science, 49(6), 830–840.
Yamane, T. (1973). Statistics: An Introductory Analysis. (2rd ed.). New York: Harper and Row.
Yuksel, A., F. Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on consumer satisfaction and cognitive, affective & conative loyalty. Tourism Management, 31(2), 274-284.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.