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

Christos Koritos; Kalypso Karadinou; Spiros Gounaris

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

Christos Koritos, Kalypso Karadinou, Spiros Gounaris

Marketing

Research output: Chapter in Book/Report/Conference proceeding › Conference 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 language	English
Title of host publication	Quo Vadis Servicescapes Research?
Place of Publication	Brussels
Number of pages	8
Publication status	Published - 31 May 2015
Event	44th European Academy of Marketing Conference - Leuven, Belgium Duration: 26 May 2015 → 29 May 2015

Conference

Conference	44th European Academy of Marketing Conference
Country/Territory	Belgium
City	Leuven
Period	26/05/15 → 29/05/15

Keywords

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

Access to Document

Koritos-etal-EMAC2015-servicescapes-research-critical-review-integrative-conceptualisationAccepted author manuscript, 533 KB

Cite this

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title = "Quo Vadis servicescapes research?: A critical review and empirical investigation of an integrative conceptualisation",

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{\textquoteright} familiarity with the servicescape as a critical but neglected moderator that can account for much of the conceptual contradictions in the extant servicescapes literature",

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AB - 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

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