The service environment: Functional or fun? Does it matter?

International Journal of Culture, Tourism and Hospitality Research

Volumn 3, Issue 3, 2009, Pages 187-192

  Joseph mathews, Sacha ^a   Bonn, Mark A ^b  

^a UNIVERSITY OF THE PACIFIC   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Conservation; Consumers; Perception; Service industries; Service levels; Social environment

Indexed keywords

EID: 84993090059     PISSN: 17506182     EISSN: None     Source Type: Journal    
DOI: 10.1108/17506180910980500     Document Type: Review

References (24)

1. Babin, B.J., Darden, W.R. and Griffin, M. (1994), “Work and/or fun: measuring hedonic and utilitarian shopping value”, Journal of Consumer Research, Vol. 20 No. 4, pp. 644-56.
2. Baker, J.A. (1986), “The role of environment in marketing services: the consumer perspective”, in Czpeil, J.A., Congam, C. and Shanaham, J. (Eds), The Services Marketing Challenge: Integrated for Competitive Advantage, American Marketing Association, Chicago, IL, pp. 79-84.
3. Baker, J.A., Grewal, D. and Voss, G.B. (2002), “The influence of multiple store environment cues on perceived merchandise value and patronage intentions”, Journal of Marketing, Vol. 66, April, pp. 120-41.
4. Bello, D.C. and Etzel, M.J. (1985), “The role of novelty in pleasure travel experience”, Journal of Travel Research, Vol. 26, Summer, pp. 20-6.
5. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
6. Bonn, M.A., Joseph-Mathews, S.M., Dai, M., Hayes, S. and Cave, J. (2007), “Heritage/cultural attraction atmospherics: creating the right environment for the heritage/cultural visitor”, Journal of Travel Research, Vol. 45, February, pp. 345-54.
7. Chebat, J.-C. and Michon, R. (2003), “Impact of ambient odors on mall shopper's emotions, cognition, and spending: a test of competitive causal theories”, Journal of Business Research, Vol. 56 No. 7, pp. 529-39.
8. Davis, T.R. (1984), “The influence of the physical environment in offices”, The Academy of Management Review, Vol. 9 No. 2, pp. 271-84.
9. Echtner, C.M. (2002), “The content of third world tourism marketing: a 4A approach”, International Journal of Tourism Research, Vol. 4 No. 6, pp. 413-34.
10. Hightower, R., Brady, M.K. and Baker, T.L. (2002), “Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events”, Journal of Business Research, Vol. 55 No. 9, pp. 697-707.
11. Hirschman, E.C. and Holbrook, M.B. (1982), “Hedonic consumption: emerging concepts, methods and propositions”, Journal of Marketing, Vol. 46, Summer, pp. 92-101.
12. Kotler, P. (1973), “Atmospherics as a marketing tool”, Journal of Retailing, Vol. 49, Winter, pp. 48-64.
13. Makins, M. (Ed.) (1992), Collins Concise English Dictionary, Harper Collins Publishers, Glasgow.
14. Mano, H. and Oliver, R.L. (1993), “Assessing the dimensionality and structure of the consumption experience: evaluation, feeling and satisfaction”, Journal of Consumer Research, Vol. 20, December, pp. 451-66.
15. Mehrabian, A. and Russell, J.A. (1974), An Approach to Environmental Psychology, Massachusetts Institute of Technology, Cambridge, MA.
16. Pine, B.J. and Gilmore, J.H. (1999), The Experience Economy, Harvard Business School Press, Boston, MA.
17. Sherry, J.F., Kozinets, R.V., Storm, D., Duhachek, A., Nuttavuthisit, K. and DeBerrey-Spence, B. (2001), “Being in the zone: staging retail theater at ESPN Zone Chicago”, Journal of Contemporary Ethnography, Vol. 30 No. 4, pp. 465-510.
18. Snepenger, D., Murphy, L., Snepenger, M. and Anderson, W. (2004), “Normative meanings of experiences for a spectrum of tourism places”, Journal of Travel Research, Vol. 43 No. 2, pp. 108-17.
19. 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 No. 2, pp. 193-211.
20. Wakefield, K.L. and Blodgett, J.G. (1994), “The importance of servicescapes in leisure service settings”, Journal of Services Marketing, Vol. 8 No. 3, pp. 66-76.
21. Dickinson, B. and Vladimir, A. (1997), Selling the Sea: An Inside Look at the Cruise Industry, John Wiley & Sons, New York, NY.
22. Garin, K.A. (2005), Devils on the Deep Blue Sea, Viking, New York, NY.
23. Ward, D. (2005), Berlitz Ocean Cruising and Cruise Ships 2005, Berlitz, London.
24. Yarnal, C.M. (2005), “Casting off: an exploration of cruise ship space, group tour behavior, and social interaction”, Journal of Travel Research, Vol. 43, May, pp. 368-79.