The DOI matches its Crossref record; 63 of the 65 references it cites were found in a registry or an index.
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Abstract
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 ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“Thus, servicescapes act as a form of nonverbal communication, where aspects of the environment, such as furniture, décor, lighting, color, layout, temperature, and customer service, significantly influence customer perceptions of and outcomes for small businesses (Bitner, 1992;Hooper et al., 2013).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Similarly, Bitner (1992) discovered that background music alone could influence purchasing behavior.”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“The experience of a business's physical setting evokes pleasure or displeasure, leading to positive or negative reactions (Bitner, 1992).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Additionally, the physical environment of a retail space can significantly influence customers' satisfaction and their willingness to return to the retailer (Bitner, 1992).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Ultimately, a customer adopts either approach behaviors, such as repeat patronage, or avoidance (Akhter et al., 2011;Bitner, 1992).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Thus, consumers often seek experiences with small businesses where their sense of belonging is heightened (Bitner, 1992).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Servicescapes contribute to the metamessage customers take away from an experience and shape their views of future patronage (Bitner, 1992;Kiran & Diljit, 2011).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“A well-designed, aesthetically pleasing, and comfortable servicescape enhances the perceived quality of the service, leading to higher satisfaction, positive customer opinions, and greater levels of customer trust and loyalty behaviors (Bitner, 1992;Wakefield & Blodgett, 1996).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“While existing literature has established a general link between servicescapes and loyalty (Bitner, 1992;Wakefield & Blodgett, 1996), our study contributes a more nuanced understanding by situating this relationship within the context of small businesses and considering the psychological mechanism of affiliation need as a driver.”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Consequently, elements such as layout, design, decor, and ambient conditions play a crucial role in shaping customer experiences (Bitner, 1992).”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“Bitner (1992) noted that well-designed servicescapes enhance customer satisfaction, which is closely linked to their need for social connection.”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
In the citing paper
“We recognize that owner-customer relationships are essential for all customers (Akhter et al., 2011;Bitner, 1992;Kiran & Diljit, 2011) as those relationships heighten the positivity of the customer experience.”
From Influence of need for affiliation on small business customer loyalty (2025) · cites this paper as Bitner, 1992
Citations
Cites
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292
(1974) · Medical Entomology and Zoology · Cited by 7,295
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.2307/1251871 · Cited by 5,125
Self-citationRelationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
Handbook of environmental psychology
Stokols, D., & Altman, I. (1987) · Wiley eBooks · Cited by 2,991
Problems and Strategies in Services Marketing
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900203 · Cited by 2,824
Atmospherics as a Marketing Tool
Kotler, P. (1974) · Journal of Retailing · Cited by 2,403
The social life of small urban spaces
Whyte, W. H. (1980) · Cited by 2,145
Breaking Free from Product Marketing
Shostack, G. L. (1977) · Journal of Marketing · doi:10.1177/002224297704100219 · Cited by 2,119
Classifying Services to Gain Strategic Marketing Insights
Lovelock, C. H. (1983) · Journal of Marketing · doi:10.1177/002224298304700303 · Cited by 1,996
Research works printed but not linked: 44
- Baker Julie, 1987, The Services Challenge: Integrating for Competitive Advantage, 79
- Baker Julie, 1988, Journal of Retail Banking, 10, 33
- Barker Roger G., 1968, Ecological Psychology.
- Becker Franklin D., 1977, Housing Messages.
- Becker Franklin D., 1981, Workspace.
- Bell Paul, 1978, Environmental Psychology.
- Bennett David J., 1970, Social Psychology Through Symbolic Interactionism, 190
- Bitner Mary Jo, 1986, Creativity in Services Marketing, 89
- 10.1177/002224299005400206 · DOI
- 10.1037/0021-9010.64.6.648 · DOI
- Darley John M., 1985, Handbook of Social Psychology, 949
- Davis Gerald, 1982, Environment and Behavior, 14, 302
- Donovan Robert, 1982, Journal of Retailing, 58, 34
- Forgas Joseph P., 1979, Social Episodes.
- Gardner Meryl P., 1986, Advances in Consumer Research, 13, 27
- Holahan Charles J., 1982, Environmental Psychology.
- Hui Michael K. M., 1990, Advances in Consumer Research, 17, 866
- Kaplan Stephen, 1982, Cognition and Environment.
- Kleine Robert E., 1988, Advances in Consumer Research, 15, 498
- Kotler Phillip, 1973, Journal of Retailing, 49, 48
- Lemke S., 1979, Multiphasic Environment Assessment Procedure (MEAP): Handbook for Users.
- McCaskey Michael B., 1979, Harvard Business Review, 57, 135
- McKechnie G. E., 1974, Manual for the Environment Response Inventory.
- 10.1177/002224298204600313 · DOI
- 10.1037/0021-9010.66.5.646 · DOI
- Obermiller Carl, 1984, American Psychological Association Annual Conference Proceedings, Consumer Psychology Division, 52
- Oborne David J., 1987, Ergonomics at Work
- Pfeffer Jeffrey, 1981, Research in Organizational Behavior, 3, 1
- Rapoport Amos, 1982, The Meaning of the Built Environment.
- Ruesch Jurgen, 1956, Nonverbal Communication.
- Russell James A., 1987, Handbook of Environmental Psychology, 1, 245
- Schmenner Roger W., 1986, Sloan Management Review, 27, 21
- Seidel A., 1983, Proceedings of the Fourteenth International Conference of the Environmental Design Research Association
- Sherry John F., 1989, Interpretive Consumer Behavior, 148
- Steele Fritz, 1986, Making and Managing High-Quality Workplaces.
- Stokols Daniel, 1987, Handbook of Environmental Psychology.
- Sundstrom Eric, 1989, Research in Organizational Behavior, 11, 175
- Sundstrom Eric, 1986, Work Places.
- Upah Gregory D., 1985, The Service Encounter, 255
- WardJames C., BitnerMary Jo, and BarnesJohn (1992), “Measuring the Prototypicality and Meaning of Retail Environments,” Journal of Retailing, forthcoming.
- Ward James C, 1989, Designing a Winning Service Strategy, 34
- Wener Richard E., 1985, The Service Encounter, 101
- Yalch Richard F., 1988, Efficiency and Effectiveness in Marketing, 1988 AMA Educators’ Proceedings, 106
- Zeithaml Valarie, 1981, Marketing of Services, 186
Cited by
Sorted by citations
Items 301–400 of 1,012
Retailing hedonic consumption: A model of sales promotion of a leisure service
Wakefield, K. L., & Barnes, J. H. (1996) · Journal of Retailing · doi:10.1016/s0022-4359(96)90021-4 · Cited by 235
Pizam, A., & Tasci, A. D. A. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.06.010 · Cited by 271
Crafting the customer experience in omnichannel contexts: The role of channel integration
Gao, W., Fan, H., Li, W., & Wang, H.-L. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.12.056 · Cited by 261
The influence of service quality on satisfaction and intention: A gender segmentation strategy
Lee, J.-H., Kim, H.-D., Ko, Y. J., & Sagas, M. (2010) · Sport Management Review · doi:10.1016/j.smr.2010.02.002 · Cited by 236
Airport service quality drivers of passenger satisfaction
Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013) · Tourism Review · doi:10.1108/tr-09-2013-0047 · Cited by 231
Kolesar, M., & Galbraith, R. W. (2000) · Internet Research · doi:10.1108/10662240010349444 · Cited by 230
Background music pleasure and store evaluation: intensity effects and psychological mechanisms
Dubé, L., & Morin, S. (2001) · Journal of Business Research · doi:10.1016/s0148-2963(99)00092-2 · Cited by 230
Visual merchandising and the creation of discernible retail brands
Kerfoot, S., Davies, B. J., & Ward, P. (2003) · International Journal of Retail & Distribution Management · doi:10.1108/09590550310465521 · Cited by 229
Wine tourism: Motivating visitors through core and supplementary services
Byrd, E. T., Canziani, B. F., Hsieh, Y.-C. J., Debbage, K. G., & Sönmez, S. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.06.009 · Cited by 228
Ying, T., Tang, J., Ye, S., Tan, X., & Wei, W. (2021) · Journal of Travel Research · doi:10.1177/00472875211047273 · Cited by 250
The dining experience: do restaurants satisfy customer needs?
Andersson, T. D., & Mossberg, L. L. (2004) · Food Service Technology · doi:10.1111/j.1471-5740.2004.00105.x · Cited by 229
Service operations management: return to roots
Johnston, R. B. (1999) · International Journal of Operations & Production Management · doi:10.1108/01443579910247383 · Cited by 228
Srivastava, M., & Kaul, D. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2014.04.007 · Cited by 226
The effect of weather on consumer spending
Murray, K. B., Muro, F. D., Finn, A. H. R., & Leszczyc, P. T. L. P. (2009) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.08.006 · Cited by 226
Perspective: The Emergence of Product Design as a Field of Marketing Inquiry*
Luchs, M. G., & Swan, K. S. (2011) · Journal of Product Innovation Management · doi:10.1111/j.1540-5885.2011.00801.x · Cited by 225
Hill, B., & Green, B. C. (2000) · Sport Management Review · doi:10.1016/s1441-3523(00)70083-0 · Cited by 232
The NetOffer model: a case example from the virtual marketspace
Grönroos, C., Heinonen, F., Isoniemi, K., & Lindholm, M. (2000) · Management Decision · doi:10.1108/00251740010326252 · Cited by 226
Does retailer CSR enhance behavioral loyalty? A case for benefit segmentation
Ailawadi, K. L., Neslin, S. A., Luan, Y. J., & Taylor, G. A. (2013) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2013.09.003 · Cited by 245
Effects of music in service environments: a field study
Herrington, J. D. (1996) · Journal of Services Marketing · doi:10.1108/08876049610114249 · Cited by 224
Ali, F., Kim, W. G., & Ryu, K. (2016) · Tourism Management · doi:10.1016/j.tourman.2016.06.004 · Cited by 243
Loebnitz, N., Schuitema, G., & Grunert, K. G. (2015) · Psychology & Marketing · doi:10.1002/mar.20788 · Cited by 216
Effects of ethnic authenticity: Investigating Korean restaurant customers in the U.S.
Jang, S. S., Ha, J., & Park, K. (2012) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2011.12.003 · Cited by 220
Designing and implementing new services: The challenges of integrating service systems
Tax, S. S., & Stuart, I. (1997) · Journal of Retailing · doi:10.1016/s0022-4359(97)90017-8 · Cited by 220
Raajpoot, N. A. (2002) · Journal of Foodservice Business Research · doi:10.1300/j369v05n02_08 · Cited by 223
Pozharliev, R., Verbeke, W. J. M. I., Van Strien, J. W., & Bagozzi, R. P. (2015) · Journal of Marketing Research · doi:10.1509/jmr.13.0560 · Cited by 218
The determinants and effects of slot servicescape satisfaction in a Las Vegas casino
Lucas, A. F. (2019) · Digital Scholarship - UNLV (University of Nevada Reno) · doi:10.25669/76rn-3b1s · Cited by 218
Scott, M. L., Mende, M., & Bolton, L. E. (2013) · Journal of Marketing Research · doi:10.1509/jmr.11.0478 · Cited by 218
B2C web site quality and emotions during online shopping episodes: An empirical study
Éthier, J., Hadaya, P., Talbot, J., & Cadieux, J. (2006) · Information & Management · doi:10.1016/j.im.2006.03.004 · Cited by 217
Jin, N. P., Lee, S., & Huffman, L. M. (2012) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2012.701552 · Cited by 228
Perceptions of service quality in North Cyprus hotels
Nadi̇ri̇, H., & Hussain, K. (2005) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110510612112 · Cited by 227
Culinary-gastronomic tourism – a search for local food experiences
Björk, P., & Kauppinen‐Räisänen, H. (2014) · Nutrition & Food Science · doi:10.1108/nfs-12-2013-0142 · Cited by 224
The impact of affect on service quality and satisfaction: the moderation of service contexts
Jiang, Y., & Wang, C. L. (2006) · Journal of Services Marketing · doi:10.1108/08876040610674562 · Cited by 214
Measuring perceived service quality in urgent transport service
Martínez, L., & García, J. A. M. (2006) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2006.04.001 · Cited by 217
Developing a multidimensional and hierarchical service quality model for the travel agency industry
Martínez, L., & García, J. A. M. (2007) · Tourism Management · doi:10.1016/j.tourman.2007.07.014 · Cited by 215
BAKER, S. (2006) · Journal of Retailing · doi:10.1016/j.jretai.2005.11.003 · Cited by 212
Sparks, B., & Weber, K. (2008) · Elsevier eBooks · doi:10.1016/b978-0-7506-8753-9.50010-x · Cited by 277
Emotional Responses to Multisensory Environmental Stimuli
Schreuder, E., van Erp, J. B. F., Toet, A., & Kallen, V. (2016) · SAGE Open · doi:10.1177/2158244016630591 · Cited by 229
Shao, C. Y., Baker, J. A., & Wagner, J. A. (2002) · Journal of Business Research · doi:10.1016/s0148-2963(02)00326-0 · Cited by 209
A cross-sectional examination of hotel consumer experience and relative effects on consumer values
Walls, A. R. (2012) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2012.04.009 · Cited by 209
Moultrie, J., Nilsson, M., Dissel, M. C., Haner, U., Janssen, S., & van der Lugt, R. (2007) · Creativity and Innovation Management · doi:10.1111/j.1467-8691.2007.00419.x · Cited by 217
E‐services and offline fulfilment: how e‐loyalty is created
Semeijn, J., van Riel, A. C. R., van Birgelen, M., & Streukens, S. (2005) · Managing Service Quality · doi:10.1108/09604520510585361 · Cited by 212
Colors and cultures: Exploring the effects of mall décor on consumer perceptions
Chebat, J., & Morrin, M. (2006) · Journal of Business Research · doi:10.1016/j.jbusres.2006.11.003 · Cited by 207
Ouellet, J.-F. B. (2006) · Journal of Marketing · doi:10.1509/jmkg.71.1.113 · Cited by 207
Wu, W., Lee, C.-L., Fu, C., & Wang, H. (2013) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-01-2013-0035 · Cited by 225
Drivers of customers' service experiences: a study in the restaurant industry
Walter, U., Edvardsson, B., & Öström, Å. (2010) · Managing Service Quality: An International Journal · doi:10.1108/09604521011041961 · Cited by 234
Investigating the effects of service quality dimensions and expertise on loyalty
Jamal, A., & Anastasiadou, K. (2009) · European Journal of Marketing · doi:10.1108/03090560910935497 · Cited by 206
Lam, L. W., Chan, K. W., Fong, D. K. C., & Lo, F. (2011) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2010.10.003 · Cited by 212
Right under our noses: Ambient scent and consumer responses
Gulas, C. S., & Bloch, P. H. (1995) · Journal of Business and Psychology · doi:10.1007/bf02249272 · Cited by 203
Consumer Processing of Interior Service Environments
Orth, U. R., & Wirtz, J. (2014) · Journal of Service Research · doi:10.1177/1094670514529606 · Cited by 205
Trust and relationship building in electronic commerce
Papadopoulou, P., Andreou, A., Kanellis, P., & Martakos, D. I. (2001) · Internet Research · doi:10.1108/10662240110402777 · Cited by 201
Assessment of event quality in major spectator sports
Ko, Y. J., Zhang, J., Cattani, K. P., & Pastore, D. L. (2011) · Managing Service Quality · doi:10.1108/09604521111127983 · Cited by 215
A Conceptual model for total quality management in service organizations
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001) · Total Quality Management · doi:10.1080/09544120120034492 · Cited by 205
Urban Designscapes and the Production of Aesthetic Consent
Julier, G. (2005) · Urban Studies · doi:10.1080/00420980500107474 · Cited by 204
Perceived irritation in online shopping: the impact of website design characteristics.
Hasan, B. (2016) · Computers in Human Behavior · doi:10.1016/j.chb.2015.07.056 · Cited by 203
Service Quality Attribute Weights
Dagger, T. S., & Sweeney, J. (2007) · Journal of Service Research · doi:10.1177/1094670507303010 · Cited by 202
The Design of Smart Product-Service Systems (PSSs): An Exploration of Design Characteristics
Cardona, A., Mugge, R., Schoormans, J. P. L., & Schifferstein, H. N. J. (2015) · Research Repository (Delft University of Technology) · Cited by 203
Approche empirique de l'immersion dans l'expérience de consommation: les opérations d'appropriation
Carù, A., & Covà, B. (2003) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737010301800203 · Cited by 202
Reconceptualizing customer perceived value: the value of time and place
Heinonen, K. (2004) · Managing Service Quality · doi:10.1108/09604520410528626 · Cited by 202
Meng, B., & Cui, M. (2019) · Tourism Management Perspectives · doi:10.1016/j.tmp.2019.100581 · Cited by 202
Tourism Marketing in an Era of Paradigm Shift
Li, X. R., & Petrick, J. F. (2007) · Journal of Travel Research · doi:10.1177/0047287507303976 · Cited by 219
Twisting servicescapes: diversion of the physical environment in a re‐appropriation process
Aubert‐Gamet, V. (1997) · International Journal of Service Industry Management · doi:10.1108/09564239710161060 · Cited by 201
Timeflow: How Consumption Practices Shape Consumers’ Temporal Experiences
Woermann, N., & Rokka, J. (2015) · Journal of Consumer Research · doi:10.1086/680668 · Cited by 216
The Five Aspects Meal Model: a tool for developing meal services in restaurants
Gustafsson, I., Öström, Å., Johansson, J., & Mossberg, L. L. (2006) · Journal of Foodservice · doi:10.1111/j.1745-4506.2006.00023.x · Cited by 200
Hwang, J., & Ok, C. “. (2012) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2012.05.002 · Cited by 200
Visualizing Service Operations
Sampson, S. E. (2012) · Journal of Service Research · doi:10.1177/1094670511435541 · Cited by 209
Discursive psychology: An alternative conceptual foundation to means-end chain theory
Bagozzi, R. P., & Dabholkar, P. A. (2000) · Psychology and Marketing · doi:10.1002/(sici)1520-6793(200007)17:7 · Cited by 138
Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic
Wetter‐Edman, K., Sangiorgi, D., Edvardsson, B., Holmlid, S., Grönroos, C., & Mattelmäki, T. (2014) · Service Science · doi:10.1287/serv.2014.0068 · Cited by 233
Listening to the customer’s voice: examining perceived service value among business college students
LeBlanc, G., & Nguyen, N. (1999) · International Journal of Educational Management · doi:10.1108/09513549910278106 · Cited by 202
Experiential Learning Exercises in Services Marketing Courses
Gremler, D. D., Hoffman, K. D., Keaveney, S. M., & Wright, L. K. (2000) · Journal of Marketing Education · doi:10.1177/0273475300221005 · Cited by 197
Co-creating the collective service experience
Carù, A., & Cova, B. (2015) · Journal of service management · doi:10.1108/josm-07-2014-0170 · Cited by 215
Baker, M. A., Shin, J. T., & Kim, Y. (2016) · Psychology and Marketing · doi:10.1002/mar.20847 · Cited by 195
Sukı, N. M. (2014) · Research in Transportation Business & Management · doi:10.1016/j.rtbm.2014.04.001 · Cited by 194
M(Art)Worlds: Consumer Perceptions of How Luxury Brand Stores Become Art Institutions
Joy, A., Wang, J. J., Chan, T.-S., Sherry, J. F., & Cui, G. (2014) · Journal of Retailing · doi:10.1016/j.jretai.2014.01.002 · Cited by 213
Restaurant marketing: selection and segmentation in Hong Kong
Kivela, J. J. (1997) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596119710164650 · Cited by 193
Service quality and satisfaction: an international comparison of professional services perceptions
Ueltschy, L. C., Laroche, M., Eggert, A., & Bindl, U. K. (2007) · Journal of Services Marketing · doi:10.1108/08876040710818903 · Cited by 190
Perceived appropriateness and its effect on quality, affect and behavior
Babin, B. J., Chebat, J., & Michon, R. (2003) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2003.09.002 · Cited by 192
Tan, F. B., & Sutherland, P. (2004) · Journal of Electronic Commerce in Organizations · doi:10.4018/jeco.2004070103 · Cited by 194
Su, Y., & Teng, W. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.06.020 · Cited by 196
Curran, J. M., & Meuter, M. L. (2007) · The Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679150401 · Cited by 191
A comprehensive model of customer trust in two retail stores
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management · doi:10.1108/09564230910964408 · Cited by 191
Wiedmann, K., Labenz, F., Haase, J., & Hennigs, N. (2017) · Journal of Brand Management · doi:10.1057/s41262-017-0061-5 · Cited by 249
Embodied Cognition and New Product Design: Changing Product Form to Influence Brand Categorization *
Kreuzbauer, R., & Malter, A. J. (2005) · Journal of Product Innovation Management · doi:10.1111/j.0737-6782.2005.00112.x · Cited by 193
Ji, M., Wong, I. A., Eves, A., & Scarles, C. (2016) · Tourism Management · doi:10.1016/j.tourman.2016.06.003 · Cited by 201
Exploring tourists’ memorable food experiences: a study of visitors to Santa’s official hometown
Sthapit, E. (2017) · Anatolia · doi:10.1080/13032917.2017.1328607 · Cited by 198
A multidimensional and hierarchical model of mobile service quality
Lu, Y., Zhang, L., & Wang, B. (2009) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2009.04.002 · Cited by 189
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.01.001 · Cited by 204
A review of customer citizenship behaviors in the service context
Gong, T., & Yi, Y. (2019) · Service Industries Journal · doi:10.1080/02642069.2019.1680641 · Cited by 205
Service quality and its impact on customer satisfaction in Indian hospitals
Panchapakesan, P., Rajendran, C., & Lokachari, P. S. (2010) · Benchmarking An International Journal · doi:10.1108/14635771011089746 · Cited by 203
Influence of customer experience on loyalty and word-of-mouth in hospitality operations
Çetin, G., & Dinçer, F. İ. (2013) · Anatolia · doi:10.1080/13032917.2013.841094 · Cited by 185
The atmospheric factors of online storefront environment design: An empirical experiment in Taiwan
Wu, C.-S., Cheng, F.-F., & Yen, D. C. (2008) · Information & Management · doi:10.1016/j.im.2008.07.004 · Cited by 185
A Three-Dimensional Scale of Intangibility
Laroche, M., Bergeron, J., & Goutaland, C. (2001) · Journal of Service Research · doi:10.1177/109467050141003 · Cited by 185
Huang, S. S., & Crotts, J. C. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.12.001 · Cited by 185
Customer satisfaction in a retail setting
Burns, D. J., & Neisner, L. (2006) · International Journal of Retail & Distribution Management · doi:10.1108/09590550610642819 · Cited by 191
Shipscape influence on the leisure cruise experience
Kwortnik, R. J. (2008) · International Journal of Culture Tourism and Hospitality Research · doi:10.1108/17506180810908961 · Cited by 184
Enhancing consumer empowerment
Wright, L. T., Newman, A., & Dennis, C. (2006) · European Journal of Marketing · doi:10.1108/03090560610680934 · Cited by 183
The servicescape as an antecedent to service quality and behavioral intentions
Hooper, D., Coughlan, J., & R. Mullen, M. (2013) · Journal of Services Marketing · doi:10.1108/08876041311330753 · Cited by 183
A systematic review of the servant leadership literature in management and hospitality
Bavık, A. (2019) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2018-0788 · Cited by 214
Customer Reactions to Service Separation
Keh, H. T., & Pang, J. (2010) · Journal of Marketing · doi:10.1509/jmkg.74.2.55 · Cited by 191
Beyond Learning: Exploring Visitors' Perceptions of the Value and Benefits of Museum Experiences
Packer, J. (2008) · Curator The Museum Journal · doi:10.1111/j.2151-6952.2008.tb00293.x · Cited by 203
The mediating effects of perception and emotion: Digital signage in mall atmospherics
Dennis, C., Newman, A., Michon, R., Brakus, J. J., & Wright, L. T. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.03.009 · Cited by 192
Metadata
- Authors
- Bitner, M. J.
- Affiliations
- Arizona State University (US)
- Corresponding author
- Bitner, Mary Jo
- ORCID
- Bitner, Mary Jo
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1992-04
- Volume
- 56
- Issue
- 2
- Pages
- 57-71
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2038125955
- Cited by
- 7,271
- References
- 65
- Citations by year
- 2026: 399 · 2025: 335 · 2024: 314 · 2023: 359 · 2022: 376 · 2021: 422 · 2020: 409 · 2019: 391 · 2018: 355 · 2017: 347 · 2016: 366 · 2015: 355 · 2014: 359 · 2013: 325 · 2012: 341
- FWCI
- 86.08
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Retail Behavior Studies
- Physical Sciences › Engineering › Architecture › Facilities and Workplace Management
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Keywords
- servicescape, service organizations, consumer behavior, employee behavior, organizational goals, marketing objectives
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
