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• W1774996954 abstract "This research investigates the impact of the servicescape on the responses of both the customer and the employee within a retail grocery setting and is exploratory in nature.The paper has its theoretical underpinning in servicescape theory (Bitner, 1992; Homburg and Stock, 2004), physical work environment literature (Davis, 1984; Kuenzi andSchminke, 2009) and the Service Profit Chain (SPC) (Heskett et al., 1994). Interviews with grocery retail store managers were carried out to contextualise the paper though the main research instrument is a large-scale survey of customers and employees. The findings suggest that almost 50 per cent of customer satisfaction is explained by the dimensions of service employee quality and this has important implications for retail managers. The findings also highlight that employee servicescape factors affect employee satisfaction, which in turn impacts employee loyalty. These, alongside other key findings, are presented and discussed. Directions for future research are also highlighted." @default.
• W1774996954 created "2016-06-24" @default.
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• W1774996954 date "2012-01-01" @default.
• W1774996954 modified "2023-09-24" @default.
• W1774996954 title "An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context" @default.
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• W1774996954 doi "https://doi.org/10.21427/d7620r" @default.
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