The Effect of Service Environments onustomer Emotions and Service Outcomes
Date Issued
2009
Date
2009
Author(s)
Liang, Haw-Yi
Abstract
The service environment has been found to influence customer perceptions of services. However, there has been little research exploring the impact of service environments on customer emotions and perceptions as a whole. This study aims to propose and test a model that explores the effect of various service environments onustomer emotions and service outcomes. We also propose that service environments include both social environments (perceptions of service employees and other customers) and store environments. Results showed that service environments have a positive influence on customer emotions, which in turn affects customer satisfaction andehavioral intentions. Implications, limitations and future research directions are then discussed.
Subjects
Social Factors
Store Environments
Customer Emotions
Type
thesis
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ntu-98-R96724005-1.pdf
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