Quo Vadis servicescapes research? A critical review and empirical investigation of an integrative conceptualisation

Christos Koritos, Kalypso Karadinou, Spiros Gounaris

Research output: Chapter in Book/Report/Conference proceedingConference contribution book

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Abstract

Through a critical literature review, the current study uncovers important contradictions in the theoretical conceptualizations that have been proposed and tested within the servicescapes literature. Drawing from the appraisal of emotion theory and the affect infusion model, we develop and empirically test an integrative conceptualization on the effects of servicescapes on customer behavior across both utilitarian and hedonic service contexts. Results support the suggested conceptualization while also uncovering customers’ familiarity with the servicescape as a critical but neglected moderator that can account for much of the conceptual contradictions in the extant servicescapes literature
Original languageEnglish
Title of host publicationQuo Vadis Servicescapes Research?
Place of PublicationBrussels
Number of pages8
Publication statusAccepted/In press - 3 Mar 2015
Event44th European Academy of Marketing Conference - Leuven, Belgium
Duration: 26 May 201529 May 2015

Conference

Conference44th European Academy of Marketing Conference
CountryBelgium
CityLeuven
Period26/05/1529/05/15

Keywords

  • critical literature review
  • ervicescapes literature
  • appraisal of emotion theory
  • affect infusion model
  • customers
  • emotions
  • quality
  • satisfaction
  • familiarity

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