Service convenience and social servicescape : retail vs hedonic setting

Nguyen, Doan T., DeWitt, Tom, & Russell-Bennett, Rebekah (2012) Service convenience and social servicescape : retail vs hedonic setting. Journal of Services Marketing, 26(4), pp. 265-277.

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Purpose – While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The purpose of this study is to demonstrate the effects of two moderators: service convenience and the social servicescape. The moderating effects are tested in two service settings: retail and hedonic (concert).

Design/methodology/approach – A survey of 270 customers at kitchen display showrooms and 320 concert-goers was undertaken. The results were analysed using regression analysis.

Findings – The results show support for ten of the 12 hypotheses. Service convenience moderated the relationships between perceived service quality and its three sub-dimensions (interaction, environment, and outcome quality), differently in different settings (retail vs hedonic). This supports the authors' general argument that the outcome dimension tends to be more important to customers in a retail setting, while interaction and environment quality dimensions tend to be more important in hedonic service consumption.

Practical implications – These findings suggest that managers need to use different service management tactics in retail and hedonic service settings. Specifically managers in retail settings need to pay more attention to service convenience to achieve service quality and managers in hedonic settings should concentrate on the social servicescape.

Originality/value – This paper is the first to test the moderating factors of service convenience and social servicescape on service quality.

Impact and interest:

10 citations in Scopus
8 citations in Web of Science®
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ID Code: 53592
Item Type: Journal Article
Refereed: Yes
Keywords: Customer services quality, Hedonic service consumption, Perceived service quality, Retail environment, Retailing, Service convenience, Social servicescape
DOI: 10.1108/08876041211237569
ISSN: 0887-6045
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Deposited On: 13 Sep 2012 23:30
Last Modified: 12 Jun 2013 15:10

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