服务场景研究回顾与展望
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外国经济与管理 2013 年 第 35 卷第 04 期, 页码：62 - 70
摘要
参考文献
摘要
服务场景是服务环境的重要组成部分,对顾客的服务体验有着重要影响。近年来,服务场景与顾客行为的关系引起了营销学界和业界的广泛关注。本文对有关服务场景与顾客行为关系的研究进行了述评,深入剖析和总结了服务场景的内涵和维度,系统梳理和评析了服务场景相关研究经历的三个研究阶段以及各阶段的研究特点与研究成果,总结了服务场景影响顾客行为的三条理论路径以及所涉及的变量和作用机理,并在此基础上对未来的研究方向进行了展望。
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[31]Ulrich R O,et al.Servicescape interior design and consumers’personality impressions[J].Journal of Services Marketing,2012,26(3):194-203.
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[33]金立印.服务接触中的员工沟通行为与顾客响应———情绪感染视角下的实证研究[J].经济管理,2008,30(18):28-35.
[2]Bitner M J.Servicescapes:The impact of physical surroun-dings on customers and employees[J].Journal of Marketing,1992,56(2):57-71.
[3]Christoph T and Charles D.The effect of ambient scent on consumers’perception,emotions and behaviors:A critical re-view[J].Journal of Marketing Management,2012,28(1-2):14-36.
[4]Ezeh C and Harris L C.Servicescape research:A review and a research agenda[J].Marketing Review,2007,7(1):59-78.
[5]Fatema K and Stephen T.Online shopping environments in fashion shopping:An S-O-R based review[J].Marketing Re-view,2012,12(2):161-180.
[6]Fowler K and Bridges E.Service environment,provider mood,and provider-customer interaction[J].Managing Service Qua-lity,2012,22(2):165-183.
[7]Glover T D and Parry D C.A third place in the everyday lives of people living with cancer:Functions of Gilda’s club of grea-ter Toronto[J].Health and Place,2009,15(1):97-106.
[8]Hu H.Social cues in the store environment and their impact on store image[J].International Journal of Retail&Distribu-tion Management,2006,34(1):25-48.
[9]Hu H and Jasper C R.A cross-cultural examination of the effects of social perception styles on store image formation[J].Journal of Business Research,2007,60(3):222-230.
[10]Jang S and Namkung Y.Perceived quality,emotions,and be-havioral intentions:Application of an extended Mehrabian-Russell model to restaurants[J].Journal of Business Re-search,2009,62(4):451-460.
[11]Jooyeon H and SooCheong(Shawn)J.The effects of dining atmospherics on behavioral intentions through quality percep-tion[J].Journal of Services Marketing,2012,26(3):204-215.
[12]Jung H S and Yoon H H.The effects of nonverbal communica-tion of employees in the family restaurant upon customers’emo-tional responses and customer satisfaction[J].International Jour-nal of Hospitality Management,2011,30(3):542-550.
[13]Kim W G and Moon Y J.Customers’cognitive,emotional,and actionable response to the servicescape:A test of the mo-derating effect of the restaurant type[J].International Journal of Hospitality Management,2009,28(1):144-156.
[14]Klemens M K,et al.It is all in the mix:The interactive effect of music tempo and mode on in-store sales[J].Marketing Let-ters,2012,23(1):325-337.
[15]Ladhari R,et al.Determinants of dining satisfaction and post-dining behavioral intentions[J].International Journal of Hos-pitality Management,2008,27(4):563-573.
[16]Lin I Y.Evaluating a servicescape:The effect of cognition and emotion[J].International Journal of Hospitality Manage-ment,2004,23(2):163-178.
[17]Liu Y and Jang S.The effects of dining atmospherics:An ex-tended Mehrabian-Russell model[J].International Journal of Hospitality Management,2009,28(4):494-503.
[18]Lloyd C H and Mark M H G.Online servicescapes,trust,and purchase intentions[J].Journal of Services Marketing,2010,24(3):230-243.
[19]Mattila A S and Ro H.Discrete negative emotions and cus-tomer dissatisfaction response in a casual restaurant setting[J].Journal of Hospitality&Tourism Research,2008,32(1):89-101.
[20]Micael L J and Sarah T.Servicescapes:The role that place plays in stay-at-home mothers’lives[J].Journal of Consumer Behaviour,2012,11(6):443-453.
[21]Michael M,et al.In-store music and aroma influences on shopper behavior and satisfaction[J].Journal of Business Re-search,2011,64(6):558-564.
[22]Oakes S and North A C.Reviewing congruity effects in the service environment musicscape[J].International Journal of Service Industry Management,2008,19(1):63-82.
[23]Rosenbaum M S.The symbolic servicescape:Your kind is welcomed here[J].Journal of Consumer Behavior,2005,4(4):257-267.
[24]Rosenbaum M S and Montoya D Y.Am I welcome hereEx-ploring how ethnic consumers assess their place identity[J].Journal of Business Research,2007,60(3):206-214.
[25]Rosenbaum M S,et al.A cup of coffee with a dash of love:An investigation of commercial social support and third-place attachment[J].Journal of Service Research,2007,10(1):43-59.
[26]Rosenbaum M S.Restorative servicescapes:Restoring direc-ted attention in third places[J].Journal of Service Manage-ment,2009,20(2):173-191.
[27]Rosenbaum M S and Massiah C.An expanded servicescape perspective[J].Journal of Service Management,2011,22(4):471-490.
[28]Tombs A G and McColl-Kennedy J R.Social-servicescape conceptual model[J].Marketing Theory,2003,3(4):37-65.
[29]Tombs A G and McColl-Kennedy J R.The importance of physical,social,and contextual elements of the social-services-cape on customer affect and repurchase intentions[R].The Proceedings of Australian and New Zealand Marketing Acade-my Conference,2004.
[30]Turley L M and Milliman R E.Atmospherics effects on shopping behavior:A review of the experimental evidence[J].Journal of Business Research,2000,49(2):193-211.
[31]Ulrich R O,et al.Servicescape interior design and consumers’personality impressions[J].Journal of Services Marketing,2012,26(3):194-203.
[32]Venkatraman M and Nelson T.From servicescape to con-sumptionscape:A photo-elicitation study of starbucks in the new China[J].Journal of International Business Studies,2008,39(6):1010-1026.
[33]金立印.服务接触中的员工沟通行为与顾客响应———情绪感染视角下的实证研究[J].经济管理,2008,30(18):28-35.
引用本文
李慢, 马钦海, 赵晓煜. 服务场景研究回顾与展望[J]. 外国经济与管理, 2013, 35(4): 62–70.
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