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عنوان فارسی مقاله:
قدرت تحریک خدمات: استنتاج مصرف کنندگان از قصد کنترل در پی تحریکات محرک محیطی خدمات
عنوان انگلیسی مقاله:
The evoking power of servicescapes: Consumers' inferences of manipulative intent following service environment-driven evocations
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Theoretical background
2.1. Servicescapes and congruency Servicescapes exert positive effects on consumers' responses (e.g., Brüggen, Foubert, & Gremler, 2011; Michon, Chebat, & Turley, 2005; Nilsson & Ballantyne, 2014; Turley & Milliman, 2000). These effects result from a holistic perception of the environment whereby consumers process all discrete stimuli in the servicescape as a whole. Hence, an important variable that comes into play regarding consumers' perception of servicescapes is the degree of fit or congruency between their different components (e.g., Beverland, Lim, Morrison, & Terziovski, 2006; Eroglu, Machleit, & Chebat, 2005; Mattila & Wirtz, 2001; Spangenberg, Crowley, & Henderson, 1996; Spangenberg, Grohmann, & Sprott, 2005). Though congruency exerts positive effects (unlike incongruency that is supposed to cause negative effects), three kinds of congruency can be distinguished. The first refers to the match (versus mismatch) between the components of the servicescape. For example, Mattila and Wirtz (2001) show that the congruency between the arousal levels of scent and music exerts a positive impact on consumers' reactions: pleasure, satisfaction, and impulse purchases. The second type of congruency pertains to the match (versus mismatch) between stimuli from the servicescape and consumers' characteristics. For instance, Morrin and Chebat (2005) argue that ambient cues that are (vs. are not) congruent with consumers' affectively or cognitively oriented shopping styles are more effective at enhancing their subsequent responses. The third type of congruency refers to the degree of fit between stimuli and merchandise (Areni & Kim, 1993; Mitchell, Kahn, & Knasko, 1995; North, Hargreaves, & McKendrick, 1999; Schlosser, 1998; Spangenberg, Sprott, Grohmann, & Tracy, 2006; Spangenberg et al., 1996). Relying on the power of servicescapes to drive evocations, Orth and Bourrain (2008) indicate that the congruency between the servicescapedriven evocations and the merchandise properties has positive outcomes, while incongruency leads to negative consequences. Similarly, Mitchell et al. (1995) demonstrate that ambient olfactory cues influence consumers' information processing and product choice, such that congruent (vs. incongruent) scents enhance consumer judgments about the merchandise. Overall, previous research emphasizes the positive effects of congruency and the negative influence of incongruency on consumer behavior. Yet, the potential underlying mechanisms of the negative effects of incongruency remain understudied (North et al., 1999; Spangenberg et al., 2006).
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کلمات کلیدی:
The evoking power of servicescapes: Consumers ... - DeepDyve https://www.deepdyve.com/.../the-evoking-power-of-servicescapes-consumers-inferen... Read "The evoking power of servicescapes: Consumers' inferences of manipulative intent following service environment-driven evocations, Journal of Business ... Donate to Me: Applying the Servicescape Framework ... - Springer Link link.springer.com/content/pdf/10.1007%2F978-3-319-19428-8_48.pdf power to attract or deter certain customers from approaching the service facility. ... H4: Websites with image of sad recipient of donation will evoke higher feelings ... The evoking power of servicescapes: Consumers' inferences of ... - خانه unibazaar.ir/.../the-evoking-power-of-servicescapes-consumers-infe... Translate this page Jul 20, 2016 - Title: The evoking power of servicescapes: Consumers' inferences of manipulative intent following service environment-driven evocations Servicescape and loyalty intentions: an empirical investigation ... www.emeraldinsight.com/doi/full/10.1108/03090560810852995?src=recsys A survey research method was used to study servicescapes in the context of UK ..... thereby evoking a sense of crowding or spaciousness”, while environmental .... overall customer buying power” (Ercel, 1998; McIntyre and Pencavel, 2004). Handbook of Services Marketing and Management https://books.google.com/books?isbn=0761916121 Teresa Swartz, Dawn Iacobucci - 2000 - Business & Economics Similar to a tangible product's package, the servicescape essentially "wraps" ... as well as to evoke a particular sensory or emotional reaction in the consumer. ... Given its power as a differentia tor, changes in the environment can be used to ... The influence of servicescape on creation of sensitive and ... - DSpace https://dspace.ut.ee/bitstream/handle/10062/54841/amato_raffaele.pdf?sequence=1... by R Amato - 2016 - Related articles can the servicescape of wellness facilities influence consumers' emotions and therefore their preferences? ..... Purple evokes royalty, power, richness, spiritually. The Effect of Servicescape Cleanliness on Customer Reactions ... www.tandfonline.com/doi/full/10.1080/15332961003604386?src=recsys Mar 26, 2010 - When servicescape cleanliness is better than initially expected, the result .... symbolic associations, evoke feeling of pleasantness in customers. Service Articles in the Journal of Business Research (Dec 2016 ... www.servsig.org/.../service-articles-in-the-journal-of-business-research-nov-2016-2/ Jan 5, 2017 - Lunardo, R., D. Roux and D. Chaney (2016): The evoking power of servicescapes: Consumers' inferences of manipulative intent following ...
