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The Influence of the Rehabilited Servicespace on the Customers’ Response

Author

Listed:
  • Noama ABBAS

    (Aix Marseille Univ, CNRS, LEST, Aix-en-Provence, France)

  • Kenan WASSOUF

    (Aix Marseille Univ, CERGAM, Puyricard, France)

Abstract

This article investigates how the fingerprints of the past, allow customers to experience a unique experience. It aims to explore the role of acculturation in the perception of servicescape rehabilitated. The methodology is based on structural equation modeling, using a total sample of 326 respondents. The results allowed us (1) to identify the dimensions of a culturally marked service space and the perceptions of clients according to their degree of acculturation and appropriation of space, (2) to show that the client's level of acculturation moderates the relationship between the perception of the rehabilitated physical environment and the quality of service. Based on these findings, we proposed theoretical and managerial implications.

Suggested Citation

  • Noama ABBAS & Kenan WASSOUF, 2018. "The Influence of the Rehabilited Servicespace on the Customers’ Response," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 9-23, November.
    • Handle: RePEc:aes:jetimm:v:1:y:2018:i:1:p:9-23
    as

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    References listed on IDEAS

    as
    1. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
    2. Jang, SooCheong (Shawn) & Namkung, Young, 2009. "Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants," Journal of Business Research, Elsevier, vol. 62(4), pages 451-460, April.
    3. Seock, Yoo-Kyoung, 2009. "Influence of retail store environmental cues on consumer patronage behavior across different retail store formats: An empirical analysis of US Hispanic consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 329-339.
    4. Schau, Hope Jensen & Dang, Yan Mandy & Zhang, Yulei Gavin, 2017. "Learning to navigate the American retail servicescape: Online forums as consumer acculturation platforms and consumer gift systems," Journal of Business Research, Elsevier, vol. 72(C), pages 178-188.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    servicescape; physical environment; rehabilitation; acculturation.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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