Servicescape and Emotional Response: An Application in Cultural Public Services

Berta Tubillejas Andreas, Haydee Calderon Garcia and Amparo Cervera Taulet

No 163, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: According to services marketing theory, the servicescape modifies final consumer behaviour. This work proposes a conceptual model which analyses the relationship between servicescape and consumer emotions as a preliminary stage in consumer response to the purchase process. This study offers a new contribution by considering servicescape as an integrating concept in the model for the physical and social dimensions of the setting. The model is applied to cultural public services.

Keywords: Cultural Marketing; Emotions; Physical and Social Dimension; Servicesc ape (search for similar items in EconPapers)
Date: 2010-07-05
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