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    The servicescape as an antecedent to service quality and behavioral intentions


    Hooper, Daire and Coughlan, Joseph and Mullen, Michael R. (2013) The servicescape as an antecedent to service quality and behavioral intentions. Journal of Services Marketing, 27 (4). pp. 271-280. ISSN 0887-6045

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    Abstract

    Purpose – The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions. The authors both propose and operationalize this model and in doing so make a theoretical contribution by demonstrating how a delineation between these two constructs is necessary in order for theory to progress in this area. Design/methodology/approach – A total of 355 customers were intercepted as they exited a retail store and surveyed using a structured questionnaire. The data were then analyzed using structural equation modeling to test the research hypotheses. Findings – This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes service quality thus highlighting a need for a demarcation to be made between these important constructs. In addition, the authors find that design is a significant contributor to behavioral intentions further confirming the necessity to manage service environments in order to generate repatronage behaviors. Practical implications – Service providers should consider the influence of store environments in shaping service quality perceptions and their subsequent impact on behavioral intentions. Originality/value – The paper adds to the existing literature by disentangling the complicated relationships between service environments, service quality and behavioral intentions. Furthermore, the findings indicate to practitioners which aspects of the servicescape require attention so as to maximize repatronage intentions.

    Item Type: Article
    Additional Information: This is the postprint version of the published article, which is available at DOI: 10.1108/08876041311330753]
    Keywords: Store environments; Servicescapes; Behavioural intentions; Service quality; Shops; Customer services quality;
    Academic Unit: Faculty of Social Sciences > School of Business
    Item ID: 6594
    Identification Number: https://doi.org/10.1108/08876041311330753]
    Depositing User: Joseph Coughlan
    Date Deposited: 17 Nov 2015 15:50
    Journal or Publication Title: Journal of Services Marketing
    Publisher: Emerald
    Refereed: Yes
    URI:

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