Reviewing congruity effects in the service environment musicscape

International Journal of Service Industry Management

Volumn 19, Issue 1, 2008, Pages 63-82

  Oakes, Steve ^a   North, Adrian C ^b  

^a UNIVERSITY OF LIVERPOOL MANAGEMENT SCHOOL   (United Kingdom)

^b HERIOT WATT UNIVERSITY   (United Kingdom)

Author keywords

Customer satisfaction; Customer services quality; Music

Indexed keywords

EID: 40849105209     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230810855716     Document Type: Article

References (76)

1. Areni, C.S. (2003), "Exploring managers' implicit theories of atmospheric music: comparing academic analysis to industry insight", Journal of Services Marketing, Vol. 17 Nos 2/3, pp. 161-84.
2. Areni, C.S. and Kim, D. (1993), "The influence of background music on shopping behavior: classical versus top-forty music in a wine store", Advances in Consumer Research, Vol. 20, pp. 336-40.
3. Bailey, N. and Areni, C.S. (2006), "When a few minutes sound like a lifetime: does atmospheric music expand or contract perceived time?", Journal of Retailing, Vol. 82 No. 3, pp. 189-202.
4. Baker, J., Grewal, D. and Parasuraman, A. (1994), "The influence of store environment on quality inferences and store image", Journal of the Academy of Marketing Science, Vol. 22 No. 4, pp. 328-39.
5. Baker, J., Levy, M. and Grewal, D. (1992), "An experimental approach to making retail store environmental decisions", Journal of Retailing, Vol. 68 No. 4, pp. 445-60.
6. Berlyne, D.E. (1971), Aesthetics and Psychobiology, Appleton-Century- Crofts, New York, NY.
7. Beverland, M., Ching Lim, A., Morrison, M. and Terziovski, M. (2006), "In-store music and consumer-brand relationships: relational transformation following experiences of (mis)fit", Journal of Business Research, Vol. 59, pp. 982-9.
8. Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56, pp. 57-71.
9. Bone, P.F. and Ellen, P.S. (1999), "Scents in the marketplace: explaining a fraction of olfaction", Journal of Retailing, Vol. 75 No. 2, pp. 243-62.
10. Bone, P.F. and Jantrania, S. (1992), "Olfaction as a cue for product quality", Marketing Letters, Vol. 3 No. 3, pp. 289-96.
11. Bruner, G.C. II (1990), "Music, mood and marketing", Journal of Marketing, Vol. 54 No. 4, pp. 94-104.
12. Caldwell, C. and Hibbert, S.A. (2002), "The influence of music tempo and musical preference on restaurant patrons' behavior", Psychology & Marketing, Vol. 19 No. 11, pp. 895-917.
13. Carson, C. (2004), "Whole new worlds: music and the Disney theme park experience", Ethnomusicology Forum, Vol. 13 No. 2, pp. 228-35.
14. Chebat, J-C., Vaillant, D. and Gelinas-Chebat, C. (2000), "Does background music in a store enhance salespersons' persuasiveness?", Perceptual and Motor Skills, Vol. 91, pp. 405-24.
15. Donovan, R.J., Rossiter, J.R., Marcoolyn, G. and Nesdale, A. (1994), "Store atmosphere and purchasing behavior", Journal of Retailing, Vol. 70 No. 3, pp. 283-94.
16. Dube, L. and Morin, S. (2001), "Background music pleasure and store evaluation intensity effects and psychological mechanisms", Journal of Business Research, Vol. 54, pp. 107-13.
17. Dube, L., Chebat, J-C. and Morin, S. (1995), "The effects of background music on consumers' desire to affiliate in buyer-seller interactions", Psychology & Marketing, Vol. 12 No. 4, pp. 305-19.
18. Eroglu, S.A., Machleit, K.A. and Chebat, J-C. (2005), "The interaction of retail density and music tempo: effects on shopper responses", Psychology & Marketing, Vol. 22 No. 7, pp. 577-89.
19. Frankenhaeuser, M. (1959), Estimation of Time, Almquist & Wiksell, Stockholm.
20. Garlin, F.V. and Owen, K. (2006), "Setting the tone with the tune: a meta-analytic review of the effects of background music in retail settings", Journal of Business Research, Vol. 59 No. 6, pp. 755-64.
21. Grewal, D., Baker, J., Levy, M. and Voss, G.B. (2003), "The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores", Journal of Retailing, Vol. 79 No. 4, pp. 259-68.
22. Gueguen, N. and Jacob, C. (2002), "The influence of music on temporal perceptions in an on-hold waiting situation", Psychology of Music, Vol. 30, pp. 210-4.
23. Hargreaves, D.J., MacDonald, R. and Miell, D. (2005), "How do people communicate using music", in Miell, D., MacDonald, R. and Hargreaves, D.J. (Eds), Musical Communication, Oxford University Press, Oxford, pp. 1-25.
24. Harris, R., Harris, K. and Baron, S. (2003), "Theatrical service experiences: dramatic script development with employees", International Journal of Service Industry Management, Vol. 14 No. 2, pp. 184-99.
25. Heckler, S.E. and Childers, T.L. (1992), "The role of expectancy and relevancy in memory for verbal and visual information: what is incongruency?", Journal of Consumer Research, Vol. 18, pp. 475-92.
26. Herrington, J.D. and Capella, L.M. (1996), "Effects of music in service environments: a field study", Journal of Services Marketing, Vol. 10 No. 2, pp. 26-41.
27. Holbrook, M.B. and Schindler, R.M. (1989), "Some exploratory findings on the development of musical tastes", Journal of Consumer Research, Vol. 16, pp. 119-24.
28. Hui, M.K., Dube, L. and Chebat, J-C. (1997), "The impact of music on consumers' reactions to waiting for services", Journal of Retailing, Vol. 73, pp. 87-104.
29. Jones, P. and Peppiatt, E. (1996), "Managing perceptions of waiting times in service queues", International Journal of Service Industry Management, Vol. 7 No. 5, pp. 47-61.
30. Kellaris, J.J. and Altsech, M.B. (1992), "The experience of time as a function of musical loudness and gender of listener", Advances in Consumer Research, Vol. 19, pp. 725-9.
31. Kellaris, J.J. and Kent, R.J. (1991), "Exploring tempo and modality effects on consumer responses to music", Advances in Consumer Research, Vol. 18, pp. 243-8.
32. Kellaris, J.J. and Kent, R.J. (1992), "The influence of music on consumers' temporal perceptions: does time fly when you're having fun?", Journal of Consumer Psychology, Vol. 1 No. 4, pp. 365-76.
33. Kellaris, J.J. and Mantel, S.P. (1994), "The influence of mood and gender on consumers' time perceptions", Advances in Consumer Research, Vol. 21, pp. 514-8.
34. Kellaris, J.J. and Mantel, S.P. (1996), "Shaping time perceptions with background music: the effect of congruity and arousal on estimates of ad durations", Psychology & Marketing, Vol. 13 No. 5, pp. 501-15.
35. Kozinets, R.V., Sherry, J.F., DeBerry-Spence, B., Duhachek, A., Nuttavuthisit, K. and Storm, D. (2002), "Themed flagship brand stores in the new millennium: theory, practice, prospects", Journal of Retailing, Vol. 78 No. 1, pp. 17-29.
36. Lammers, H.B. (2003), "An oceanside field experiment on background music effects on the restaurant tab", Perceptual and Motor Skills, Vol. 96, pp. 1025-6.
37. McElrea, H. and Standing, L. (1992), "Fast music causes fast drinking", Perceptual and Motor Skills, Vol. 75, p. 362.
38. Martindale, C. and Moore, K. (1988), "Priming, prototypicality, and preference", Journal of Experimental Psychology: Human Perception and Performance, Vol. 14 No. 4, pp. 661-70.
39. Mattila, A.S. and Wirtz, J. (2001), "Congruency of scent and music as a driver of in-store evaluations and behavior", Journal of Retailing, Vol. 77 No. 2, pp. 273-89.
40. Mattila, A.S. and Wirtz, J. (2006), "Arousal expectations and service evaluations", International Journal of Service Industry Management, Vol. 17 No. 3, pp. 229-44.
41. Mehrabian, A. and Russell, J.A. (1974), An Approach to Environmental Psychology, Massachusetts Institute of Technology, Boston, MA.
42. Milliman, R.E. (1982), "Using background music to affect the behavior of supermarket shoppers", Journal of Marketing, Vol. 46, pp. 86-91.
43. Milliman, R.E. (1986), "The influence of background music on the behavior of restaurant patrons", Journal of Consumer Research, Vol. 13, pp. 286-9.
44. Mitchell, D.J., Kahn, B.E. and Knasko, S.C. (1995), "There's something in the air: effects of ambient odor on consumer decision making", Journal of Consumer Research, Vol. 22, pp. 229-38.
45. Morin, S., Dube, L. and Chebat, J-C. (2007), "The role of pleasant music in servicescapes: a test of the dual model of environmental perception", Journal of Retailing, Vol. 83, pp. 115-30.
46. Morrin, M. and Chebat, J-C. (2005), "Person-place congruency: the interactive effects of shopper style and atmospherics on consumer expenditures", Journal of Service Research, Vol. 8, pp. 181-91.
47. Morrison, M. and Beverland, M. (2003), "In search of the right in-store music", Business Horizons, November-December, pp. 77-82.
48. Murrock, C.J. (2005), "Music and mood", in Clark, A.V. (Ed.), Psychology of Moods: New Research, Nova Science Publishers, Hauppauge, NY, pp. 141-55.
49. North, A.C. and Hargreaves, D.J. (1998), "The effect of music on atmosphere and purchase intentions in a cafeteria", Journal of Applied Social Psychology, Vol. 28, pp. 2254-73.
50. North, A.C. and Hargreaves, D.J. (2000), "Collative variables versus prototypicality", Empirical Studies of the Arts, Vol. 8 No. 1, pp. 13-17.
51. North, A.C. and Hargreaves, D.J. (2005), "Musical communication in commercial contexts", in Miell, D., MacDonald, R. and Hargreaves, D.J. (Eds), Musical Communication, Oxford University Press, Oxford, pp. 405-22.
52. North, A.C., Hargreaves, D.J. and Heath, S.J. (1998), "Musical tempo and time perception in a gymnasium", Psychology of Music, Vol. 26 No. 1, pp. 78-88.
53. North, A.C., Hargreaves, D.J. and McKendrick, J. (1999), "The influence of in-store music on wine selections", Journal of Applied Psychology, Vol. 84 No. 2, pp. 271-6.
54. North, A.C., Hargreaves, D.J. and McKendrick, J. (2000), "The effects of music on atmosphere in a bank and a bar", Journal of Applied Social Psychology, Vol. 30 No. 7, pp. 1504-22.
55. North, A.C., Shilcock, A. and Hargreaves, D.J. (2003), "The effect of musical style on restaurant customers' spending", Environment and Behaviour, Vol. 35, pp. 712-8.
56. Oakes, S. (2000), "The influence of the musicscape within service environments", Journal of Services Marketing, Vol. 14 No. 7, pp. 539-56.
57. Oakes, S. (2003a), "Demographic and sponsorship considerations for jazz and classical music festivals", The Service Industries Journal, Vol. 23, pp. 165-78.
58. Oakes, S. (2003b), "Musical tempo and waiting perceptions", Psychology & Marketing, Vol. 20 No. 8, pp. 685-705.
59. Oakes, S. (2007), "Evaluating empirical research into music in advertising: a congruity perspective", Journal of Advertising Research, Vol. 47 No. 1, pp. 38-50.
60. Oakes, S. and North, A.C. (2006), "The impact of background musical tempo and timbre congruity upon ad content recall and affective response", Applied Cognitive Psychology, Vol. 20 No. 4, pp. 505-20.
61. Ornstein, R.E. (1969), On the Experience of Time, Penguin, New York, NY.
62. Pine, B.J. and Gilmore, J.H. (1998), "Welcome to the experience economy", Harvard Business Review, Vol. 76/4, pp. 97-105.
63. Radocy, R.E. and Boyle, J.D. (1997), Psychological Foundations of Musical Behavior, 3rd ed., Charles C. Thomas, Springfield, IL.
64. Roballey, T.C., McGreevy, C., Rongo, R.R., Schwantes, M.L., Steger, P.J., Wininger, M.A. and Gardner, E.B. (1985), "The effect of music on eating behaviour", Bulletin of the Psychonomic Society, Vol. 23 No. 3, pp. 221-2.
65. Sawyer, R.K. (2005), "Music and conversation", in Miell, D., MacDonald, R. and Hargreaves, D.J. (Eds), Musical Communication, Oxford University Press, Oxford, pp. 45-60.
66. Scott, L.M. (1990), "Understanding jingles and needledrop: a rhetorical approach to music in advertising", Journal of Consumer Research, Vol. 17, pp. 223-36.
67. Shepherd, J. (1986), "Music consumption and cultural self-identities: some theoretical and methodological reflections", Media, Culture & Society, Vol. 8, pp. 305-30.
68. Smith, P.C. and Curnow, R. (1966), "Arousal hypotheses and the effects of music on purchase behaviour", Journal of Applied Psychology, Vol. 50 No. 3, pp. 255-6.
69. Spangenberg, E.R., Grohmann, B. and Sprott, D.E. (2005), "It's beginning to smell (and sound) a lot like Christmas: the interactive effects of ambient scent and music in a retail setting", Journal of Business Research, Vol. 58, pp. 1583-9.
70. Sweeney, J.C. and Wyber, F. (2002), "The role of cognitions and emotions in the music-approach-avoidance behavior relationship", Journal of Services Marketing, Vol. 16 No. 1, pp. 51-69.
71. Tansik, D.A. and Routhieaux, R. (1999), "Customer stress-relaxation: the impact of music in a hospital waiting room", International Journal of Service Industry Management, Vol. 10 No. 1, pp. 68-81.
72. Turley, L.W. and Milliman, R.E. (2000), "Atmospheric effects on shopping behavior: a review of the experimental evidence", Journal of Business Research, Vol. 49, pp. 193-211.
73. Wilson, S. (2003), "The effect of music on perceived atmosphere and purchase intentions in a restaurant", Psychology of Music, Vol. 31 No. 1, pp. 93-112.
74. Yalch, R.F. and Spangenberg, E.R. (1990), "Effects of store music on shopping behavior", Journal of Services Marketing, Vol. 4 No. 1, pp. 31-9.
75. Yalch, R.F. and Spangenberg, E.R. (1993), "Using store music for retail zoning: a field experiment", Advances in Consumer Research, Vol. 20, pp. 632-6.
76. Yalch, R.F. and Spangenberg, E.R. (2000), "The effects of music in a retail setting on real and perceived shopping times", Journal of Business Research, Vol. 49, pp. 139-47.