Unveiling the Intangible Impacts of Servicescape on Business Performance: A Qualitative Content Analysis

Izran Sarrazin Mohammad, Syarah Syazwani Ariffin and Rohaya Abdul Jalil
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Izran Sarrazin Mohammad: Department of Real Estate, Faculty of Built Environment & Survey, Universiti Teknologi Malaysia, Malaysia
Syarah Syazwani Ariffin: Department of Real Estate, Faculty of Built Environment & Survey, Universiti Teknologi Malaysia, Malaysia
Rohaya Abdul Jalil: Department of Real Estate, Faculty of Built Environment & Survey, Universiti Teknologi Malaysia, Malaysia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 7, 2766-2779

Abstract: Servicescape, the physical environment in which a business operates, plays a critical role in influencing employee productivity and shaping customer perceptions and experiences. While the tangible aspects of servicescape such as space, energy use, lighting, and noise are well-documented, its intangible impacts remain underexplored due to their complexity and difficulty to quantify. This paper aims to identify these intangible impacts through a comprehensive literature review and content analysis using NVivo software. The findings reveal that servicescape influences emotional, cognitive, and psychological responses, which in turn affect how customers and employees perceive service quality and organisational image. The results underscore the need for facilities managers to incorporate intangible considerations in strategic decision-making, performance evaluation, and return on investment assessments.

Date: 2025
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