The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam
| Autor: | Nadine Tournois, My Van Dang, Quynh Xuan Tran |
|---|---|
| Přispěvatelé: | Groupe de Recherche en Management - EA 4711 (GRM), Université Nice Sophia Antipolis (... - 2019) (UNS), COMUE Université Côte d'Azur (2015-2019) (COMUE UCA)-COMUE Université Côte d'Azur (2015-2019) (COMUE UCA)-Université Côte d'Azur (UCA), The university of Danang |
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
Service (business)
media_common.quotation_subject 05 social sciences Geography Planning and Development Control (management) Social relation Service experience Tourism Leisure and Hospitality Management 0502 economics and business Loyalty [SHS.GESTION]Humanities and Social Sciences/Business administration 050211 marketing Quality (business) Customer satisfaction Business Marketing Servicescape 050212 sport leisure & tourism ComputingMilieux_MISCELLANEOUS media_common |
| Zdroj: | International Journal of Culture, Tourism and Hospitality Research International Journal of Culture, Tourism and Hospitality Research, Emerald, In press, ⟨10.1108/IJCTHR-11-2019-0194⟩ |
| ISSN: | 1750-6182 |
| Popis: | Purpose This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting. Design/methodology/approach Data for this study were collected from approximately 1,800 customers at 185 coffee stores located in the three largest cities in Vietnam through the self-administered questionnaires. Findings The research findings pointed out the significant impacts of café servicescape on social interaction quality, including customer-to-employee interaction (CEI) and customer-to-customer interaction (CCI). Social interactions and servicescape were shown to remarkably influence customer experience quality, customer satisfaction and loyalty. Moreover, the study confirmed the interrelation between service experience, satisfaction and loyalty in the café setting. Practical implications This study provides marketers and service managers a deeper understanding of improving customer satisfaction and loyalty through the control of servicescape attributes and social interactions in café contexts. Originality/value This research explores the significant impacts of café servicescape on social interaction quality (CEI and CCI). Additionally, it provides insights within the role of social interactions to customer’s affective and behavioral responses in service settings, especially the CCI quality. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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