Accounting for the Joint Effects of the Servicescape and Service Exchange on Consumers' Satisfaction Evaluations

Karthik Namasivayam, Anna S. Mattila

Research output: Contribution to journalArticlepeer-review

42 Scopus citations

Abstract

This study reports the results of a study designed to evaluate the effects of a service exchange on consumers' satisfaction after accounting for the effects of the servicescape. An experimental design was adopted to show that servicescapes have an effect on individuals' preexisting mood states. Consumers' moods after they had been exposed to the servicescape were crossed with two service exchange states: good and bad. Their reported level of satisfaction was measured. Results indicate that servicescapes have an important effect on consumers' mood states. Direct effects of servicescape type and service exchange are reported and managerial implications discussed.

Original languageEnglish (US)
Pages (from-to)3-18
Number of pages16
JournalJournal of Hospitality and Tourism Research
Volume31
Issue number1
DOIs
StatePublished - 2007

All Science Journal Classification (ASJC) codes

  • Education
  • Tourism, Leisure and Hospitality Management

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