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Author: | Harris, L.C. Ezeh, C. |
Title: | Servicescape and loyalty intentions: An empirical investigation |
Journal: | European Journal of Marketing
2008 : VOL. 42:3/4, p. 390-422 |
Index terms: | service marketing customers loyalty psychology restaurants United Kingdom |
Language: | eng |
Abstract: | This paper aims better to conceptualize, operationalize and subsequently to test a multi-dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions. A survey research method was used to study servicescapes in the context of U.K. restaurants. Based on survey, a number of significant associations with loyalty intentions are found. It is indicated that practitioners should reflect carefully on a range of servicescape variables and reasonably manage such factors to improve the extent to which consumers are likely to foster positive intentions to be loyal. |
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