Servicescape cues and customer behavior: a systematic literature review and research agenda

Michela Mari and Sara Poggesi

The Service Industries Journal, 2013, vol. 33, issue 2, 171-199

Abstract: Although management scholars have devoted considerable effort to researching the effects of servicescapes [Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing , 56 (2), 57--71] on customer behavior, we still lack an up-to-date systematization of both theoretical and empirical findings. This paper aims at filling the gap with a systematic literature review based on rigorous criteria. In reviewing the 188 selected papers, attention has been devoted to an in-depth analysis of new research paths on the topic. Our research findings contribute to a deep understanding of the link between customer behaviors and new ways of interpreting specific features of the servicescape. We believe these implications are valuable for both managers and scholars.

Date: 2013
References: View complete reference list from CitEc
Citations: View citations in EconPapers (52)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2011.613934 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:2:p:171-199

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2011.613934

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().