首页> 外文OA文献 >The implication of servicescape, emotion and trust to a positive customer service experience: wellness spa context in the U.S.A / Hyeyoon Choi, Jay Kandampully and Kathryn Stafford
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The implication of servicescape, emotion and trust to a positive customer service experience: wellness spa context in the U.S.A / Hyeyoon Choi, Jay Kandampully and Kathryn Stafford

机译:Servicescape,情感和信任对积极的客户服务体验的含义:美国的健康水疗中心/ Hyeyoon Choi,Jay Kandampully和Kathryn Stafford

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摘要

This article examined the antecedents of a positive wellness service experience by identifying factors leading to customers’ positive wellness service experience. This study proposes that servicescape has a positive relationship with the service experience, and that servicescape may strengthen the effects of emotion and trust. The research hypotheses were tested with data collected directly from customers of a spa located in the Midwestern United States. A multiple regression analysis was conducted to estimate how emotion, trust, and servicescape affect customers’ evaluations of spa experiences. An estimation was carried out on the interaction effects between servicescape, emotion and trust. The results indicate that the main effects of servicescape, emotion and trust, were significant, while the interaction effects did not prove to be significant. Trust has the biggest effect on customers’ wellness experience followed by emotion and servicescape. Prior research has not simultaneously addressed the role of servicescape, emotion and trust and their subsequent influence on customers’ emotional evaluation of service experience. This study therefore provides valuable insight to extend present understanding of the simultaneous role of these factors as effective predictors of the evaluation of service experience.
机译:本文通过确定导致客户获得积极健康服务体验的因素,研究了积极健康服务体验的前提。本研究提出,服务景象与服务体验具有正相关关系,并且服务景象可以增强情感和信任的影响。研究假设已通过直接从位于美国中西部的水疗中心客户那里收集的数据进行了检验。进行了多元回归分析,以评估情绪,信任和服务环境如何影响客户对水疗体验的评估。对服务景象,情感和信任之间的交互作用进行了估计。结果表明,服务景观,情感和信任的主要影响是显着的,而交互作用却没有被证明是显着的。信任对客户的健康体验影响最大,其次是情感和服务环境。先前的研究并未同时解决服务格局,情感和信任的作用以及它们随后对客户对服务体验的情感评估的影响。因此,本研究提供了宝贵的见识,可以扩展当前对这些因素作为服务体验评估有效预测指标的同时作用的理解。

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