Authors
Kirk L Wakefield, Jeffrey G Blodgett
Publication date
1999/1/1
Journal
Psychology & Marketing
Volume
16
Issue
1
Pages
51-68
Publisher
John Wiley & Sons, Inc.
Description
Abstract This research investigates the question: Does the physical environment of service
delivery settings influence customers' evaluations of the service experience and subsequent
behavioral intentions? Theoretical and empirical data from environmental psychology
suggests that customer reactions to the tangible physical environment may be more
emotional than cognitive, particularly when involving hedonic consumption. This article
integrates environmental psychology into SERVQUAL (a current measure of service ...
Total citations
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