Customers' cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type

International Journal of Hospitality Management

Volumn 28, Issue 1, 2009, Pages 144-156

  Kim, Woo Gon ^a   Moon, Yun Ji ^b  

^a FLORIDA STATE UNIVERSITY   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Emotion; Perceived service quality; Revisit intention; Servicescape; Theme restaurant

Indexed keywords

EID: 55549146789     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2008.06.010     Document Type: Article

References (59)

1. Bagozzi R., Gopinath M., and Nyer P. The role of emotions in marketing. Journal of the Academy of Marketing Science 27 2 (1999) 184-206
2. Baker J. The role of environment in marketing services: the consumer perspective. In: Cepeil J.A. (Ed). The Services Challenge: Integrating for Competitive Advantage (1986), American Marketing Association, Chicago 79-84
3. Baker J., Berry L.L., and Parasuraman A. The marketing impact of branch facility design. Journal of Retail Banking 10 20 (1988) 33-42
4. Baron R.M., and Kenny D.A. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51 6 (1986) 1173-1182
5. Becker F.D. Housing Messages (1977), Dowden, Hutchinson & Ross, Inc., Stroudsburg, PA
6. Becker F.D. Workspace (1981), Praeger Publishers, New York
7. Belk R.W. Structural variables and consumer behavior. Journal of Consumer Research 2 December (1975) 157-164
8. Bergenwall, M., 1998. An overview of emotion theory: incorporating the concept of emotion into service quality research. Meddelanden Working Papers, no. 367. Swedish School of Economics and Business Administration, Helsinki.
9. Bitner M.J. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing 54 2 (1990) 69-79
10. Bitner M.J. Servicescape: the impact of physical surroundings on customers and employees. Journal of Marketing 56 2 (1992) 57-67
11. Bost E. Ladenatmosphere und Konsumentenverhalten (1987), Physica, Heidelberg, Germany
12. Boulding W., Kalra A., Staelin R., and Zeithaml V.A. A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research 30 February (1993) 7-27
13. Deng X., Doll W.J., Hendrickson A.R., and Scazzero J.A. A multi-group analysis of structural. invariance: an illustration using the technology acceptance model. Information & Management 42 5 (2005) 745-759
14. Derbaix C., and Pham M.T. Affective reactions to consumption situations: a pilot investigation. Journal of Economic Psychology 12 (1991) 325-355
15. Donovan R.J., and Rossiter J.R. Store atmosphere: an environmental psychology approach. Journal of Retailing 58 (1982) 34-57 (Spring)
16. Donovan R.J., Rossiter J.R., Marcoolyn G., and Nesdale A. Store atmosphere and purchasing behavior. Journal of Retailing 70 3. (1994) 283-294
17. Engel J.F., Kollat D.T., and Blackwell R.D. Consumer Behavior (1978), Dryden Press, New York
18. Fornell C., and Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 1 (1981) 39-40
19. Hansen T. Understanding consumer perception of food quality: the cases of shrimps and cheese. British Food Journal 107 7 (2005) 500-525
20. Hightower R., Brady M., and Baker T. Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events. Journal of Retailing 55 9 (2002) 697-707
21. Kaplan R., and Kaplan S. The Experience of Nature: A Psychological Perspective (1989), Cambridge University Press, New York
22. Kerin R.A., Jain A., and Howard D.J. Store shopping experience and consumer price-quality-value perceptions. Journal of Retailing 68 4 (1992) 376-387
23. Koffka K. Principles of Gestalt Psychology (1935), Lund Humphires, London
24. Kohler W. Gestalt psychology (1929), Liveright, New York
25. Lazarus R. Emotion and Adaptation (1991), Oxford University Press, New York
26. Lim L.K.S., and Razzaque M.A. Brand loyalty and situational effects: an interactionist perspective. Journal of International Consumer Marketing 9 4 (1997) 95-115
27. Lucas A.F. The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino. UNLV Gaming Research & Review Journal 7 1 (2003) 1-17
28. Marsh H.W., and Hau K.-T. Assessing goodness of fit: is patrimony always desirable?. Journal of Experimental Education 64 (1996) 364-390 (Summer)
29. Mehrabian A., and Russell J.A. An Approach to Environmental Psychology (1974), MIT Press, Cambridge
30. Meiselman H.L. The contextual basis for food acceptance, food choice and food intake: the food, the situation and the individual. In: Meiselman H.L., and MacFie H.J.H. (Eds). Food Choice, Acceptance and Consumption (1996), Blackie Academic and Professional, London
31. Milliman R.E. Using background music to affect the behavior of supermarket shoppers. Journal of Marketing 46 2 (1982) 86-91
32. Mischel W. Continuity and change in personality. American Psychologist 24 December (1969) 1012-1018
33. Morin S., Dubé L., and Chebat J.-C. The role of pleasant music in servicescapes: a test of the dual model of environmental perception. Journal of Retailing 83 1 (2007) 115-130
34. Newcomb M.D. Drug use and intimate relationships among women and men: separating specific from general effects in prospective data using structural equation models. Journal of Consulting and Clinical Psychology 62 3 (1994) 463-476
35. Newman A.J. Uncovering dimensionality in the servicescape: towards legibility. The Service Industries Journal 27 1 (2007) 15-28
36. Nunnally J.C. Psychometric Theory. second ed. (1978), McGraw-Hill, New York
37. Oliver R.L., and Swan J.E. Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. Journal of Marketing 53 (1989) 21-35
38. Osgood C.E., and Tannenbaum P.H. The principle of congruity in the prediction of attitude change. Psychological Review 62 (1955) 42-55
39. Parasuraman A., Zeithaml V.A., and Berry L.L. A conceptual model of service quality and its implications for future research. Journal of Marketing 49 Fall (1985) 41-50
40. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: a multi-Item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 Spring (1988) 12-40
41. Parasuraman A., Zeithaml V.A., and Berry L.L. Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing 58 1 (1994) 111-127
42. Richins M.L. Measuring emotions in the consumption experience. Journal of Consumer Research 24 (1997) 127-146
43. Russell J.A., and Snodgrass J. Emotion and the environment. In: Stokols D., and Altman I. (Eds). Handbook of Environmental Psychology (1987), Wileym, New York 245-280
44. Rust R.T., and Oliver R.L. Service Quality: Insights and Managerial Implications from the Frontier in Service Quality: New Directions in Theory and Practice (1994), Sage, Thousand Oaks, CA pp. 1-20
45. Rys M.E., Fredericks J.O., and Luery D.A. Value = quality? Are service value and service quality synonymous: a decompositional approach. In: Surprenant C. (Ed). Add Value to Your Service (1987), AMA, Chicago, IL 25-28
46. Ryu K., and Jang S. The effect of environmental perceptions on behavioral intentions through emotions: the case of upscale restaurants. Journal of Hospitality & Tourism Research 31 1 (2007) 56-72
47. Smith C., and Ellsworth P. Patterns of cognitive appraisal in emotion. Journal of Personality and Social Psychology 48 (1985) 813-838 (April)
48. Solomon M.R. Packaging the service provider. Service Industries Journal 5 July (1985) 64-71
49. Spies K., Hesse F., and Loesch K. Store Atmosphere, mood and purchasing behaviour. International Journal of Research in Marketing 14 1 (1997) 1-17
50. Steenkamp J.B.E.M. Product Quality (1989), Armsterdam, Van Corcum
51. Turley L.W., and Fugate D.L. The multidimensional nature of service facilities: viewpoints and recommendations. The Journal of Services Marketing 6 3 (1992) 37-53
52. Turley L.W., and Milliman R.E. Atmospheric effects on shopping behavior: a review of the experimental evidence. Journal of Business Research 49 2 (2000) 193-211
53. Wakefield K.L., and Blodgett J.G. The importance of servicescape in leisure service settings. Journal of Services Marketing 8 3 (1994) 66-76
54. Wakefield K.L., and Blodgett J.G. The effect of the servicescape on customers' behavioral intentions in leisure service settings. Journal of Services Marketing 10 6 (1996) 45-61
55. Wakefield K.L., and Blodgett J.G. Customer response to intangible and tangible service factors. Psychology & Markeitng 16 1 (1999) 51-68
56. Weiss R., Feinstein A.H., and Dalbor M.C. Customer satisfaction of theme restaurant attributes and their influence on return intent. Journal of Foodservice Business Research 7 1 (2004) 23-42
57. Wirtz J., Mattila A.S., and Tan R.L.P. The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors. International Journal of Service Industry Management 18 1 (2007) 6-24
58. Zajonc R.B. Feeling and thinking: preferences need no inferences. American Psychologist 35 (1980) 151-175
59. Zeithaml V.A., Parasuraman A., Leonard L., and Berry L.L. The behavioral consequences of service quality. Journal of Marketing 60 (1996) 31-46