The DOI matches its Crossref record; 59 of the 59 references it cites were found in a registry or an index.
Servicescape cues and customer behavior: a systematic literature review and research agenda
Abstract
Although management scholars have devoted considerable effort to researching the effects of servicescapes [Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71] on customer behavior, we still lack an up-to-date systematization of both theoretical and empirical findings. This paper aims at filling the gap with a systematic literature review based on rigorous criteria. In reviewing the 188 selected papers, attention has been devoted to an in-depth analysis of new research paths on the topic. Our research findings contribute to a deep understanding of the link between customer behaviors and new ways of interpreting specific features of the servicescape. We believe these implications are valuable for both managers and scholars.
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Citations
Cites
(1974) · Medical Entomology and Zoology · Cited by 7,295
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
A Multi‐Dimensional Framework of Organizational Innovation: A Systematic Review of the Literature
Crossan, M. M., & Apaydin, M. (2010) · Journal of Management Studies · doi:10.1111/j.1467-6486.2009.00880.x · Cited by 3,244
(2019) · Sport Marketing Quarterly · doi:10.32731/smq · Cited by 2,512
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.2.120.18470 · Cited by 2,257
Newbert, S. L. (2007) · Strategic Management Journal · doi:10.1002/smj.573 · Cited by 2,053
E-satisfaction: an initial examination
Szymanski, D. M., & Hise, R. T. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00035-x · Cited by 2,002
Atmospheric Effects on Shopping Behavior
Turley, L. W., & Milliman, R. E. (2000) · Journal of Business Research · doi:10.1016/s0148-2963(99)00010-7 · Cited by 1,923
Congruency of scent and music as a driver of in-store evaluations and behavior
Mattila, A. S., & Wirtz, J. (2001) · Journal of Retailing · doi:10.1016/s0022-4359(01)00042-2 · Cited by 1,151
A systematic assessment of the empirical support for transaction cost economics
David, R. J., & Han, S. (2004) · Strategic Management Journal · doi:10.1002/smj.359 · Cited by 1,127
Cited by
Adams, R. J., Smart, P., & Huff, A. S. (2017) · International Journal of Management Reviews · doi:10.1111/ijmr.12102 · Cited by 995
The interplay of customer experience and commitment
Keiningham, T., Ball, J., Benoit (née Moeller), S., Bruce, H. L., Buoye, A., Dzenkovska, J., Nasr, L., Ou, Y.-C., & Zaki, M. (2017) · Journal of Services Marketing · doi:10.1108/jsm-09-2016-0337 · Cited by 156
The Experience of Novelty and the Novelty of Experience
Skavronskaya, L., Moyle, B., & Scott, N. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.00322 · Cited by 103
“Although drawing on cognitive psychology the results of these studies are also often interpreted in behavioral terms (Mari and Poggesi, 2013; Manthiou et al., 2017).”
BackgroundYu, J., Baah, N. G., Kim, S. (., Moon, H., Chua, B.-L., & Han, H. (2024) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-02-2023-0194 · Cited by 62
Facility management: current trends and future perspectives
Mari, M., & Poggesi, S. (2014) · International Journal of Globalisation and Small Business · doi:10.1504/ijgsb.2014.067506 · Cited by 13
Self-citation
Metadata
- Authors
- Mari, M., & Poggesi, S.
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 2013-02
- Volume
- 33
- Issue
- 2
- Pages
- 171-199
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2168103356
- Cited by
- 285
- References
- 59
- FWCI
- 4.10
- Type
- journal article
- Language
- en
- Open access
- closed
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- Mari, M., & Poggesi, S. (2013). Servicescape cues and customer behavior: a systematic literature review and research agenda. The Service Industries Journal. https://doi.org/10.1080/02642069.2011.613934
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
