Online citations, reference lists, and bibliographies.

Servicescapes: The Impact Of Physical Surroundings On Customers And Employees.

M. J. Bitner
Published 1992 · Business
Referenced 1 time by Citationsy Users

Cite This
Download PDF
Analyze on Scholarcy
Share
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The abili...
This paper references
Atmospherics as a Marketing Tool
P. Kotler (1974)
10.1177/001088048202300107
Marketing Services by Managing the Environment
B. Booms (1982)
10.1177/002224297704100219
Breaking Free from Product Marketing
G. L. Shostack (1977)
Manual for the Environment
G. E. McKechnie (1974)
Effects of Esthetic Surroundings
B. Michael (1956)
10.1086/208542
Alternative Approaches to Understanding the Determinants of Typicality
B. Loken (1990)
Store Atmosphere: A Peripheral Cue for Product Evaluation
Carl Obermiller (1984)
10.1037//0021-9010.66.5.646
Interior office design and visitor response: A constructive replication.
P. Morrow (1981)
Planning and Programming Offices: Determining User Requirements
Gerald Davis (1982)
Signs, symbols, and architecture
G. Broadbent (1980)
10.1177/0013916584162001
The Placement and Misplacement of You-Are-Here Maps
Marvin Levinew (1984)
10.1037/028124
Making and Managing High-Quality Workplaces: An Organizational Ecology
F. Steele (1986)
Way Finding in Public Space: The DallasFt
A. Seidel (1983)
10.1086/209191
The Sacred and the Profane in Consumer Behavior: Theodicy on the Odyssey
Russell Belk (1989)
10.1037/0022-3514.38.2.311
A Description of the Affective Quality Attributed to Environments
J. Russell (1980)
10.1016/S0272-4944(84)80029-8
Adaptation level and the affective appraisal of environments
J. Russell (1984)
Subjective meaning and culture : an assessment through word associations
L. Szalay (1978)
Social Episodes
Joseph P Forgas (1979)
10.1086/209250
Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
M. Hui (1991)
Methods in environmental and behavioral research
R. Bechtel (1987)
10.1177/002224298204600313
Using Background Music to Affect the Behavior of Supermarket Shoppers
R. E. Milliman (1982)
Physical Environments and Work-Group
Sundstrom (1989)
10.1111/j.1467-6494.1977.tb00149.x
Individual differences in stimulus screening and arousability.
A. Mehrabian (1977)
Store Atmosphere: A Peripheral Cue for Product Evaluation," in American Psychological Association
Obermiller (1984)
Crowding in Retail Stores," MSU Business Topics (Winter)
Harrell (1976)
10.2307/1251817
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:
L. A. Crosby (1990)
An approach to environmental psychology
A. Mehrabian (1974)
Spaces for People, Human Factors
Bennett (1977)
Housing Messages
Franklin D Becker (1977)
Way Finding in Public Space: The Dallas- Ft
A Seidel (1983)
10.1177/001872088402600207
Dexterity Performance and Reduced Ambient Temperature
M. W. Riley (1984)
Handbook of En-vironmental Psychology
Stokols (1987)
Four Ways to Make Services More Tangible
Leonard L Berry (1986)
10.1177/002224298504900203
Problems and Strategies in Services Marketing
Valarie A. Zeithaml (1985)
10.2307/1251871
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses:
M. J. Bitner (1990)
10.1300/J111V05N04_09
The influence of the physical environment in offices.
T. R. Davis (1984)
The role of the environment in marketing services: The consumer perspective
J. Baker (1986)
Mood States and Consumer Be
Gardner (1985)
Multiphasic Environment Assessment Procedure (MEAP): Handbook for Users
S Lemke (1979)
Making the Scene," in Social Psychology Through Symbolic Interac-tionism
Bennett (1970)
Aesthetics, Affect, and Cognition," Environment and Behavior, 19 (January), 3-32
Kaplan (1987)
The Meaning of the Built Environ
Rapoport (1982)
The meaning of the built environment
A. Rapoport (1982)
10.1086/209068
The Influence of Background Music on the Behavior of Restaurant Patrons
R. E. Milliman (1986)
10.1016/0090-2616(78)90035-9
Symbols, patterns, and settings: An optimistic case for getting things done
T. J. Peters (1978)
Individual Differences in Stimulus
Mehrabian (1977)
How Can Service Businesses
Schmenner (1986)
10.2307/1251446
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
Valarie A. Zeithaml (1988)
10.1080/02642068500000006
Packaging the Service Provider
M. R. Solomon (1985)
Four Ways to Make Services More Tangible," Business (October-Decem
Berry (1986)
10.1177/0013916582143002
Office Design and Evaluation
J. Wineman (1982)
Handbook of environmental psychology
D. Stokols (1987)
Consumer Responses to the Physical Environment in Service Settings," in Creativity in Services
Bitner (1986)
) , " Environmental Cognition
William Griffitt (1987)
Measuring the Meaning of Consumption Objects: an Empirical Investigation
R. Kleine (1988)
10.1086/208516
Mood States and Consumer Behavior: A Critical Review
M. Gardner (1985)
Four Ways to Make Services More Tangible," Business (October-Decem
Berry (1986)
Breaking Free From Product Mar
Shostack (1977)
10.4135/9781412972024.n823
Ecological Psychology
A. Nenci
10.1080/01944368708977139
The Effect of Sign Complexity and Coherence on the Perceived Quality of Retail Scenes
J. Nasar (1987)
The environmental psychology of service encounters
R. Wener (1985)
10.1037/h0029432
Environmental effects on interpersonal affective behavior: ambient effective temperature and attraction.
William Griffitt (1970)
Situation Creation in Services Marketing
Gregory D Upah (1985)
Management as symbolic action: the creation and maintenance of organizational paradigms
J. Pfeffer (1981)
10.1007/978-1-4684-2550-5_2
Environmental Aesthetics: The Environment as a Source of Affect
J. Wohlwill (1976)
How Consumer Evaluation Processes Differ between Goods and Services
Valarie A. Zeithaml (1981)
Crowding in Retail Stores
James C. Anderson (1976)
An Environmental Psychological Study of Foreground and Background Music as Retail Atmospheric Factors
Richard F Yalch (1988)
10.1007/978-1-4684-5601-1_3
Perception, Cognition, and Evaluation of Urban Places
J. Nasar (1989)
10.1177/002224378001700105
Path Analysis of Buyer Behavior under Conditions of Crowding
G. D. Harrell (1980)
10.1016/S0272-4944(84)80048-1
Social Psychological Aspects of Environmental Psychology. by John M. Darley and David T.Gilbert. To appear in G. Lindzey and E. Aronson (eds) Handbook of Social Psychology (3rd Edit.). Reading, Massachusetts: Addison-Wesley, in press.
P. Ellis (1984)
Testing a Theory of Crowding in the Service Environment
M. Hui (1990)
10.1037/0021-9010.64.6.648
Interior office design and visitor response.
D. Campbell (1979)
Environmental Psychology. Philadelphia: W. B. Saunders Co
Paul Bell (1978)
Physical Environments and Work-Group Effectiveness Work Places
Eric Sundstrom (1986)
Measuring the Prototypicality and Meaning of Retail EnvironmentsSEEM: Measuring the Meaning of Service Environments
James C Ward (1989)
10.4324/9781315663425
[Nonverbal communication].
M. Bönsch (1990)
10.1016/S0272-4944(88)80019-7
The role of plans in cognitive and affective responses to places
L. M. Ward (1988)
10.1016/S0272-4944(88)80010-0
Planning, mood, and place-liking
J. Snodgrass (1988)
10.1086/209128
A Naturalistic Inquiry into Buyer and Seller Behavior at a Swap Meet
Russell Belk (1988)
Classifying Services to Gain Strategic Insights
Christopher H Lovelock (1983)
Effects of Esthetic Surroundings
A L Maslow (1956)
Environmental Cognition," in Handbook of Environmental Psychology
Reginald G Golledge (1987)
( 1982 ) , " Environmental Psychology
Lawrence M. Ward (1987)
Physical Environments and Work-Group Effectiveness,
Sundstrom (1989)
Store atmosphere: an environmental psychology approach
R. J. Donovan (1982)
How can service businesses survive and prosper?
R. W. Schmenner (1986)
10.1080/00223980.1956.9713018
Effects of Esthetic Surroundings: II. Prolonged and Repeated Experience in a “Beautiful” and an “Ugly” Room
Norbett L. Mintz (1956)
Ergonomics at Work, 2nd ed
Oborne (1987)
Making the Scene," in Social Psychology Through Symbolic Interac
Bennett (1970)
SEEM: Measuring the Meaning of Service Environments," in Designing a Winning Service Strategy, Mary Jo Bitner and Lawrence A
Dan Gossett (1989)
( 1985 ) , " Situation Creation in Services Marketing , " in The Service Encounter , John Czepiel , Michael Solomon , and Carol Surprenant
Gregory D Upah
Cognition and Environment
Stephen Kaplan (1982)
10.1146/annurev.ps.32.020181.000513
CATEGORIZATION OF NATURAL OBJECTS
C. Mervis (1981)
10.2307/1573445
An Introduction to environmental psychology
W. H. Ittelson (1977)
The Social Life of Small Urban Spaces
W. Whyte (1980)
Crowding in Retail Stores,
Harrell (1976)
Classifying Services to Gain Strategic Insights,
(1983)
Manual for the Environment Response Inventory
G E Mckechnie (1974)
Situation Creation in Services Marketing," in The Service Encounter
Upah (1985)
10.4324/9781315677101-56
Environmental psychology.
D. Stokols (1978)
Toward a Methodology For Assessing Effects of In-Store Atmospherics
M. Gardner (1986)
The hidden messages managers send.
M. McCaskey (1979)
Crowding in Retail Stores,
Harrell (1976)
10.1126/science.149.3691.1450
Making the Scene.
J. H. Carlson (1965)
10.2307/2063255
Tight spaces; hard architecture and how to humanize it.
R. Sommer (1974)
10.1177/0013916587191001
Aesthetics, Affect, and Cognition
S. Kaplan (1987)
Unpacking the Holiday Presence: a Comparative Ethnography of two Gift Stores
J. Sherry (1989)
The Marketing Impact of Branch Facility Design,
Leonard L. Berry (1988)
Measuring the Prototypicality and Meaning of Retail Environments,
Ward (1992)
10.1057/jors.1983.61
Ergonomics at Work
R. G. Stansfield (1983)



This paper is referenced by
Influence of Customer Service and Firm- Level Characteristics on Customer Satisfaction Among Large Retail Supermarkets in Kenya: Theoretical Framework
Vivian Cherono (2016)
10.1002/14651858.CD006210.pub2
Psychologically mediated effects of the physical healthcare environment on work-related outcomes of healthcare personnel.
K. Tanja-Dijkstra (2010)
10.1111/J.1748-8583.2005.TB00144.X
Competitive strategy and skills: working out the fit in the fitness industry
C. Lloyd (2005)
10.1108/08876040510596830
Incorporating service quality into consumer mall shopping decision making: a comparison between English and French Canadian consumers
M. Laroche (2005)
Product customisation/standardisation for export packaged foods to China - modeling for managerial decision making
Nicholas Grigoriou (2013)
10.18493/KMUSEKAD.67150
YENİ ÜRÜN GELİŞTİRME SÜRECİNDE KALİTE FONKSİYON GÖÇERİMİ (KFG): TURİZM İŞLETMELERİ İÇİN KFG TEMELLİ BİR ÜRÜN GELİŞTİRME SÜRECİ ÖNERİSİ
Yrd. Doç. Dr. Atilla Akbaba (2005)
Casino Atmospherics from a Customer ' s Perspective : A Re-Examination Abstract
L. Johnson (2004)
10.1108/09604520410546806
Service quality dimensions: an examination of Grönroos’s service quality model
Gi‐Du Kang (2004)
10.1016/J.IJHM.2014.06.010
Does gender matter? Examining gender composition's relationships with meal duration and spending in restaurants.
S. Seo (2014)
10.1002/JOE.21645
Service Quality and Innovation in Malaysian Post Offices: An Empirical Study
S. Kiumarsi (2015)
Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience
Bee Lia Chua (2010)
Classifying, Profiling and Predicting User Behavior in the Context of Location Based Services
Vasilios Koutsiouris (2016)
Discussing the Relationships between Servicescape, Trust and Customers’ Choice of Restaurant in Taiwan
H. Lu (2011)
Investigating the impact of destination image on travellers’ intention to revisit South Africa : a case of international tourists
T. Chuchu (2019)
10.21275/v5i5.nov163837
The Impact of Sports Sponsorship on Brand Equity Dimensions: A Case of Castle Lager Brand in Zimbabwe
D. Jaravaza (2016)
The effectiveness of an enriched servicescape framework on value-in-use and behavioural responses: the coworking space context
B. Balakrishnan (2017)
10.5850/JKSCT.2009.33.4.543
Effects of Beauty Service Benefits on Consumer`s Long-term Relationship Orientation -Focused on Effort of Relationship Continuity of Service Provider-
Ji-Hyun Jeon (2009)
10.1016/J.JRETAI.2009.11.001
Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience
Charla Mathwick (2010)
PASSENGERS’ PERSPECTIVE TOWARD AIRPORT SERVICE QUALITY ATSUVARNABHUMI INTERNATIONAL AIRPORT
Arisara Seyanont (2012)
10.12985/KSAA.2013.21.4.053
A Study on Cabin Crew's Perception of Cabin Servicescape to Their Service Performance through Motivation and Direction
Duk Jin Choi (2013)
10.5539/IJMS.V6N4P10
Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia
Yasser Mahfooz (2014)
First Impressions of Hotel Lobbies as Inferences About Hotels: A Marketing Tool
Lily Clara Fidzani (2015)
A Research Proposal: The Effects of Restaurant Environment on Consumer Behavior
Qiuyu Jin (2015)
The Student's Satisfaction Influential Factors at Cihan University
Manaf Basil Raewf (2015)
10.1108/JIMA-01-2013-0005
The mediating effect of mood on in-store behaviour among Muslim shoppers
Syuhaily Osman (2014)
10.15722/JDS.14.9.201609.133
Factors to Influence Customer Satisfaction and Future Behavior Intention for LOHAS Exhibition
Jeung-Im Ra (2016)
10.15765/WPMGEM.V1I1.761
AMBIENTE DE SERVICIO Y CALIDAD PERCIBIDA EN LA SALA DE URGENCIAS DE UNA IPS (INSTITUCIÓN PRESTADORA DE SERVICIOS DE SALUD) PRIVADA EN EL ORIENTE DE BOGOTÁ
Lina Fallla (2016)
10.1515/hukin-2016-0051
Quality Perception of the 2012 World Indoor Athletics Championships
Kerem Yildirim Simsek (2016)
10.1108/JSM-08-2015-0258
Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience
Ingrid Y. Lin (2016)
10.1002/CB.1531
Capturing the multiple facets of mall experience: Developing and validating a scale
Shaked Gilboa (2016)
10.1108/IJCHM-12-2015-0712
How to create a profitable boothscape
Gum Ju Woo (2017)
10.4018/IJTHMDA.2017070106
Middle East Tourists' Behaviour Towards Malaysian Gastronomy and Dining Experience in Malaysia
Quee-Ling Leong (2017)
See more
Semantic Scholar Logo Some data provided by SemanticScholar