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How service seasons the experience: Measuring hospitality servicescapes

Title:

How service seasons the experience: Measuring hospitality servicescapes

Spielmann, Nathalie and Laroche, Michel and Borges, Adilson (2012) How service seasons the experience: Measuring hospitality servicescapes. International Journal of Hospitality Management, 31 (2). pp. 360-368. ISSN 02784319

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Official URL: http://dx.doi.org/10.1016/j.ijhm.2011.06.001

Abstract

Hospitalityservicescapes incorporate physical complexity and social interaction. These two features are often measured separately but rarely measured together in attempts to uncover consumer perceptions within these settings. A psychometric scale developed within the restaurant setting shows a five-dimensional structure for capturing the personality of a hospitality setting. In contrast to attribute-based measures, this measurement approach highlights the importance of service interactions in shaping consumer perceptions. The items proposed account for the dynamism of the setting including the heterogeneity possible due to high service levels. The scale indicates how certain consumer perceptions, as outlined in the dimensions of the proposed scale, are likely to influence consumer outcome behaviors. Managerially, the scale provides a more precise understanding of consumer perceptions within restaurants. As such, the scale can serve as an interesting positioning tool as well a method to evaluate consumer perceptions of restaurants.

Divisions:Concordia University > John Molson School of Business > Marketing
Item Type:Article
Refereed:Yes
Authors:Spielmann, Nathalie and Laroche, Michel and Borges, Adilson
Journal or Publication:International Journal of Hospitality Management
Date:2012
ID Code:974525
Deposited By:ANDREA MURRAY
Deposited On:06 Aug 2012 10:09
Last Modified:06 Aug 2012 10:09
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