FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2018918259> ?p ?o ?g. }

• W2018918259 endingPage "372" @default.
• W2018918259 startingPage "350" @default.
• W2018918259 abstract "Purpose Previous research on the relationship between service environments and customer emotions and service outcomes has focused on the physical environment. Among studies exploring the social environment, the emphasis has been on service employees, ignoring the impact of other customers. Recent research has further called for the need to include displayed emotion within the social environment. Therefore, this study aims to develop and test a more comprehensive model that focuses on the relationship between the social environment (employee displayed emotion and customer climate) and the physical environment (ambient and design factors) and resulting customer emotion and service outcomes. Design/methodology/approach Based on past research, a theoretical framework was developed to propose the links between social/physical environments and customer emotion/perceptions. Extant research from various academic fields, including environmental psychology, was reviewed, deriving 11 hypotheses. Data collected from fashion apparel retailers, using both observation and customer survey methods, was examined through structural equation modeling (SEM). Findings Results show that both social and physical environments have a positive influence on customer emotion and satisfaction, which in turn affect behavioral intentions. The physical environment exhibited more influence on customer emotion and satisfaction than social environment. Research limitations/implications This research explains how both social and physical environments affect customer emotion and perceptions. Future research directions are discussed, with an emphasis on incorporating customer characteristics, industry attributes, and cultural variables to better understand the influence of service environments in different service settings. Practical implications Social and physical environments influence customer emotional states within the service delivery context, which in turn affect customer service evaluations. Therefore, both social and physical service environments should be emphasized by service firms. Originality/value This research represents an early attempt to develop a more comprehensive model explaining how both social and physical environments affect customer emotion and perceptions. This study also represents the first empirical study of service environment research to include employee displayed emotion as part of the social environment." @default.
• W2018918259 created "2016-06-24" @default.
• W2018918259 creator A5037645581 @default.
• W2018918259 creator A5084079431 @default.
• W2018918259 date "2011-07-12" @default.
• W2018918259 modified "2023-09-25" @default.
• W2018918259 title "The influence of service environments on customer emotion and service outcomes" @default.
• W2018918259 cites W1494877405 @default.
• W2018918259 cites W1508026768 @default.
• W2018918259 cites W1511240895 @default.
• W2018918259 cites W1570686602 @default.
• W2018918259 cites W1605364071 @default.
• W2018918259 cites W1608238977 @default.
• W2018918259 cites W1969854667 @default.
• W2018918259 cites W1970324720 @default.
• W2018918259 cites W1972980224 @default.
• W2018918259 cites W1974824710 @default.
• W2018918259 cites W1977134489 @default.
• W2018918259 cites W1982510764 @default.
• W2018918259 cites W1982644579 @default.
• W2018918259 cites W1985431398 @default.
• W2018918259 cites W1993380436 @default.
• W2018918259 cites W1994751645 @default.
• W2018918259 cites W1995063855 @default.
• W2018918259 cites W1998106313 @default.
• W2018918259 cites W1999056095 @default.
• W2018918259 cites W1999625179 @default.
• W2018918259 cites W2005349638 @default.
• W2018918259 cites W2007824568 @default.
• W2018918259 cites W2017207314 @default.
• W2018918259 cites W2017624521 @default.
• W2018918259 cites W2022720617 @default.
• W2018918259 cites W2030828723 @default.
• W2018918259 cites W2031686141 @default.
• W2018918259 cites W2036063909 @default.
• W2018918259 cites W2036862235 @default.
• W2018918259 cites W2037846525 @default.
• W2018918259 cites W2039619242 @default.
• W2018918259 cites W2044474990 @default.
• W2018918259 cites W2048168224 @default.
• W2018918259 cites W2052414956 @default.
• W2018918259 cites W2056886756 @default.
• W2018918259 cites W2056903341 @default.
• W2018918259 cites W2061937756 @default.
• W2018918259 cites W2062624026 @default.
• W2018918259 cites W2064542026 @default.
• W2018918259 cites W2067859459 @default.
• W2018918259 cites W2070344499 @default.
• W2018918259 cites W2074997425 @default.
• W2018918259 cites W2083675669 @default.
• W2018918259 cites W2087515873 @default.
• W2018918259 cites W2087985989 @default.
• W2018918259 cites W2088661631 @default.
• W2018918259 cites W2089827753 @default.
• W2018918259 cites W2090210851 @default.
• W2018918259 cites W2093107196 @default.
• W2018918259 cites W2100813809 @default.
• W2018918259 cites W2101369668 @default.
• W2018918259 cites W2106096361 @default.
• W2018918259 cites W2106676486 @default.
• W2018918259 cites W2108415630 @default.
• W2018918259 cites W2113800396 @default.
• W2018918259 cites W2113953904 @default.
• W2018918259 cites W2120523603 @default.
• W2018918259 cites W2121088873 @default.
• W2018918259 cites W2122912498 @default.
• W2018918259 cites W2123807637 @default.
• W2018918259 cites W2124088225 @default.
• W2018918259 cites W2124585477 @default.
• W2018918259 cites W2126458727 @default.
• W2018918259 cites W2142663309 @default.
• W2018918259 cites W2144850573 @default.
• W2018918259 cites W2146612248 @default.
• W2018918259 cites W2147854732 @default.
• W2018918259 cites W2153714596 @default.
• W2018918259 cites W2154999786 @default.
• W2018918259 cites W2156770791 @default.
• W2018918259 cites W2165537508 @default.
• W2018918259 cites W2171593536 @default.
• W2018918259 cites W2175227141 @default.
• W2018918259 cites W2314629644 @default.
• W2018918259 cites W2322233365 @default.
• W2018918259 cites W2322488772 @default.
• W2018918259 cites W4205147328 @default.
• W2018918259 cites W4229699125 @default.
• W2018918259 cites W4231984907 @default.
• W2018918259 cites W4233457423 @default.
• W2018918259 cites W4235678817 @default.
• W2018918259 cites W4238483310 @default.
• W2018918259 cites W4238599939 @default.
• W2018918259 cites W4239663878 @default.
• W2018918259 cites W4249135598 @default.
• W2018918259 cites W4250030348 @default.
• W2018918259 cites W972213760 @default.
• W2018918259 doi "https://doi.org/10.1108/09604521111146243" @default.
• W2018918259 hasPublicationYear "2011" @default.
• W2018918259 type Work @default.
• W2018918259 sameAs 2018918259 @default.

• next