Pubblicazioni

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting  (2020)

Autori:
Vigolo, Vania; Bonfanti, Angelo; Sallaku, Rezarta; Douglas, Jackie
Titolo:
The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting
Anno:
2020
Tipologia prodotto:
Articolo in Rivista
Tipologia ANVUR:
Articolo su rivista
Lingua:
Inglese
Formato:
A Stampa
Referee:
Nome rivista:
PSYCHOLOGY & MARKETING
ISSN Rivista:
0742-6046
N° Volume:
37
Numero o Fascicolo:
3
Intervallo pagine:
408-417
Parole chiave:
emotions; hospitals; satisfaction; service environment; service experience; servicescape; signage
Breve descrizione dei contenuti:
Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape.
Id prodotto:
112521
Handle IRIS:
11562/1011413
ultima modifica:
30 giugno 2020
Citazione bibliografica:
Vigolo, Vania; Bonfanti, Angelo; Sallaku, Rezarta; Douglas, Jackie, The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting «PSYCHOLOGY & MARKETING» , vol. 37 , n. 32020pp. 408-417

Consulta la scheda completa presente nel repository istituzionale della Ricerca di Ateneo IRIS

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