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 401–500 of 1,012
Sthapit, E., Coudounaris, D. N., & Björk, P. (2019) · Scandinavian Journal of Hospitality and Tourism · doi:10.1080/15022250.2019.1689530 · Cited by 213
The effects of atmospheric elements on customer impression: the case of hotel lobbies
Countryman, C. C., & Jang, S. S. (2006) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110610702968 · Cited by 182
Analysing the professional sport experience: A hierarchical approach
Clemes, M. D., Brush, G. J., & Collins, M. J. (2011) · Sport Management Review · doi:10.1016/j.smr.2010.12.004 · Cited by 202
Morgan, M., Elbe, J., & Curiel, J. D. E. (2009) · International Journal of Tourism Research · doi:10.1002/jtr.719 · Cited by 181
An integrated model of self-service technology (SST) usage in a retail context
Demoulin, N. T. M., & Djelassi, S. (2016) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-08-2015-0122 · Cited by 181
Tran, G. A., & Strutton, D. R. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.03.009 · Cited by 221
Batat, W. (2024) · Journal of Strategic Marketing · doi:10.1080/0965254x.2022.2059775 · Cited by 214
Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination
Grove, S. J., Fisk, R. P., & Dorsch, M. J. (1998) · Service Industries Journal · doi:10.1080/02642069800000035 · Cited by 180
Customers’ perceived website service quality and its effects on e-loyalty
Jeon, M. M., & Jeong, M. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-02-2015-0054 · Cited by 202
The interaction of retail density and music tempo: Effects on shopper responses
Eroglu, S. A., Machleit, K. A., & Chebat, J. (2005) · Psychology and Marketing · doi:10.1002/mar.20074 · Cited by 179
Ali, F., & Amin, M. (2014) · J for Global Business Advancement · doi:10.1504/jgba.2014.064109 · Cited by 179
Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2016) · Journal of Travel Research · doi:10.1177/0047287516649058 · Cited by 224
Co-creating animal-based tourist experiences: Attention, involvement and memorability
Campos, A. C., Mendes, J., Valle, P., & Scott, N. (2017) · Tourism Management · doi:10.1016/j.tourman.2017.06.001 · Cited by 174
Evolving research perspectives on food and gastronomic experiences in tourism
Richards, G. (2021) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2020-1217 · Cited by 238
Service branding: consumer verdicts on service brands
Grace, D., & O’Cass, A. (2005) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2004.05.002 · Cited by 192
Incorporating the winescape into the theory of planned behaviour: Examining ‘new world’ wineries
Quintal, V. A., Thomas, B., & Phau, I. (2014) · Tourism Management · doi:10.1016/j.tourman.2014.08.013 · Cited by 178
Communality as a Dimension of Service Relationships
Goodwin, C. (1996) · Journal of Consumer Psychology · doi:10.1207/s15327663jcp0504_04 · Cited by 177
Dobni, C. B., & Luffman, G. A. (2003) · Strategic Management Journal · doi:10.1002/smj.322 · Cited by 178
The effect of atmospheric cues and involvement on pleasure and relaxation: The spa hotel context
Loureiro, S. M. C., Almeida, M., & Rita, P. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.04.011 · Cited by 180
The heritage tourist: an understanding of the visitor experience at heritage attractions
Kempiak, J., Hollywood, L. E., Bolan, P., & McMahon‐Beattie, U. (2017) · International Journal of Heritage Studies · doi:10.1080/13527258.2016.1277776 · Cited by 187
Siu, N. Y., Wan, Y. K. P., & Dong, P. (2011) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2011.06.011 · Cited by 175
Am I welcome here? Exploring how ethnic consumers assess their place identity
Rosenbaum, M. S., & Montoya, D. Y. (2006) · Journal of Business Research · doi:10.1016/j.jbusres.2006.09.026 · Cited by 174
Metaverse-retail service quality: A future framework for retail service quality in the 3D internet
Gadalla, E., Keeling, K. A., & Abosag, I. (2013) · Journal of Marketing Management · doi:10.1080/0267257x.2013.835742 · Cited by 174
Restaurant consumers repeat patronage: A service quality concern
Barber, N., Goodman, R. J., & Goh, B. K. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2010.08.008 · Cited by 174
The aesthetics of consumption and the consumer as an aesthetic subject
Venkatesh, A., & Meamber, L. A. (2008) · Consumption Markets & Culture · doi:10.1080/10253860701799983 · Cited by 192
Design for experience – a public service design approach in the age of digitalization
Trischler, J., & Trischler, J. W. (2021) · Public Management Review · doi:10.1080/14719037.2021.1899272 · Cited by 204
Effects of online store attributes on customer satisfaction and repurchase intentions
Dholakia, R. R., & Zhao, M. (2010) · International Journal of Retail & Distribution Management · doi:10.1108/09590551011052098 · Cited by 173
Akroush, M. N., Jraisat, L., Kurdieh, D. J., AL-Faouri, R. N., & Qatu, L. T. (2016) · Tourism Review · doi:10.1108/tr-11-2014-0057 · Cited by 202
Assessment of Service Quality in the Hotel Industry
Wu, H., & Ko, Y. J. (2013) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2013.802557 · Cited by 188
Measuring customer experience in banks: scale development and validation
Garg, R., Rahman, Z., & Qureshi, M. N. (2014) · Journal of Modelling in Management · doi:10.1108/jm2-07-2012-0023 · Cited by 196
Retail marketing: From distribution to integration
Mulhern, F. J. (1997) · International Journal of Research in Marketing · doi:10.1016/s0167-8116(96)00031-6 · Cited by 172
Social layers of customer-to-customer value co-creation
Rihova, I., Buhalis, D., Moıtal, M., & Gouthro, M. B. (2013) · Journal of service management · doi:10.1108/josm-04-2013-0092 · Cited by 179
Introducing a Sport Experience Design (SX) framework for sport consumer behaviour research
Funk, D. C. (2017) · Sport Management Review · doi:10.1016/j.smr.2016.11.006 · Cited by 186
Brink, H. W., Loomans, M. G. L. C., Mobach, M. P., & Kort, H. S. M. (2020) · Indoor Air · doi:10.1111/ina.12745 · Cited by 228
The store-as-a-brand strategy: The effect of store environment on customer responses
Kumar, A., & Kim, Y. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2014.04.008 · Cited by 170
Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact
Rahman, S. M., Carlson, J., Gudergan, S. P., Wetzels, M. G. M., & Grewal, D. (2022) · Journal of Retailing · doi:10.1016/j.jretai.2022.03.003 · Cited by 235
Research opportunities in service process design
Hill, A. V., Collier, D. A., Froehle, C. M., Goodale, J. C., Metters, R. D., & Verma, R. (2002) · Journal of Operations Management · doi:10.1016/s0272-6963(01)00092-4 · Cited by 169
Internal market orientation and its influence on organisational performance
Tortosa-Edo, V., Tena, M. Á. M., & Sánchez, J. (2009) · European Journal of Marketing · doi:10.1108/03090560910989975 · Cited by 169
Le marketing sensoriel du point de vente
Daucé, B., & Rieunier, S. (2002) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737010201700408 · Cited by 169
What keeps mobile banking customers loyal?
Thakur, R. (2014) · International Journal of Bank Marketing · doi:10.1108/ijbm-07-2013-0062 · Cited by 191
Ding, X. D., Hu, P. J., Verma, R., & Wardell, D. G. (2009) · Journal of Service Research · doi:10.1177/1094670509350674 · Cited by 176
The organizational innovation laboratory
Moultrie, J., Lewis, M., Dissel, M., & Gregory, M. (2005) · Apollo (University of Cambridge) · doi:10.17863/cam.34123 · Cited by 169
The Consumer Retail Search Process: A Conceptual Model and Research Agenda
Titus, P. A., & Everett, P. (1995) · Journal of the Academy of Marketing Science · doi:10.1177/0092070395232003 · Cited by 169
Yang, J., Gu, Y., & Cen, J. (2011) · Journal of Convention & Event Tourism · doi:10.1080/15470148.2010.551292 · Cited by 181
Dimensions of hotel experience of people with disabilities: an exploratory study
Poria, Y., Reichel, A., & Brandt, Y. (2011) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111111143340 · Cited by 168
Service Attribute Boundary Conditions of the Service Climate–Customer Satisfaction Link
Mayer, D. M., Ehrhart, M. G., & Schneider, B. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44635617 · Cited by 169
Lam, E. T. C., Zhang, J. J., & Jensen, B. E. (2005) · Measurement in Physical Education and Exercise Science · doi:10.1207/s15327841mpee0902_2 · Cited by 184
Jin, N. P., Lee, H., & Lee, S. (2012) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2012.711336 · Cited by 187
Bruwer, J., & Lesschaeve, I. (2012) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2012.719819 · Cited by 167
An empirical examination of online restaurant reviews on Yelp.com
Yang, S., Hlee, S., Lee, J., & Koo, C. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-11-2015-0643 · Cited by 167
Drivers of brand loyalty in the chain coffee shop industry
Han, H., Nguyen, H. N., Song, H. J., Chua, B., Lee, S., & Kim, W. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2017.12.011 · Cited by 223
Corporate image, loyalty, and commitment in the consumer travel industry
Richard, J., & Zhang, A. (2011) · Journal of Marketing Management · doi:10.1080/0267257x.2010.549195 · Cited by 187
The effects of dining atmospherics on behavioral intentions through quality perception
Ha, J., & Jang, S. S. (2012) · Journal of Services Marketing · doi:10.1108/08876041211224004 · Cited by 166
Embeddedness of Organizational Capabilities*
Grewal, R., & Slotegraaf, R. J. (2007) · Decision Sciences · doi:10.1111/j.1540-5915.2007.00166.x · Cited by 174
Strangers, Guests, or Clients? Visitor Experiences in Museums
Doering, Z. D. (1999) · Curator The Museum Journal · doi:10.1111/j.2151-6952.1999.tb01132.x · Cited by 166
Consumer-to-Consumer Conversations in Service Settings
Harris, K. S., & Baron, S. (2004) · Journal of Service Research · doi:10.1177/1094670503260132 · Cited by 172
A Dynamic Framework of Tourist Experiences: Space‐Time and Performances in the Experience Economy
Ek, R., Larsen, J., Hornskov, S. B., & Mansfeldt, O. K. (2008) · Scandinavian Journal of Hospitality and Tourism · doi:10.1080/15022250802110091 · Cited by 164
Chang, K. (2016) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.12.003 · Cited by 164
A structural model of liminal experience in tourism
Zhang, H., & Xu, H. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.09.015 · Cited by 176
Foodscape: a scoping review and a research agenda for food security-related studies
Vonthron, S., Perrin, C., & Soulard, C.-T. (2020) · PLoS ONE · doi:10.1371/journal.pone.0233218 · Cited by 163
Durna, U., Dedeoğlu, B. B., & Balıkçıoğlu, S. (2015) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-04-2014-0173 · Cited by 163
Morrin, M., & Chebat, J. (2005) · Journal of Service Research · doi:10.1177/1094670505279420 · Cited by 163
Kowatsch, T., & Maaß, W. (2010) · Computers in Human Behavior · doi:10.1016/j.chb.2010.01.006 · Cited by 175
Wang, C.-Y., & Mattila, A. S. (2013) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348013491600 · Cited by 163
Opportunities for Innovation in the Delivery of Interactive Retail Services
Berry, L. L., Bolton, R. N., Bridges, C., Meyer, J., Parasuraman, A., & Seiders, K. (2010) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2010.02.001 · Cited by 162
Sport Stadium Atmosphere: Formative and Reflective Indicators for Operationalizing the Construct
Uhrich, S., & Benkenstein, M. (2010) · Journal of Sport Management · doi:10.1123/jsm.24.2.211 · Cited by 174
Fan, D. X. F., Buhalis, D., & Lin, B. (2019) · Annals of Tourism Research · doi:10.1016/j.annals.2019.102757 · Cited by 184
Shilbury, D., Westerbeek, H. M., Quick, S. P., Funk, D. C., & Karg, A. (2020) · Routledge eBooks · doi:10.4324/9781003117483 · Cited by 161
Measurement of Service Quality from the Customer's Perspective – An Empirical Study
Saravanan, R., & Rao, K. S. P. (2007) · Total Quality Management & Business Excellence · doi:10.1080/14783360701231872 · Cited by 161
Hart, C., Farrell, A. M., Stachow, G. B., Reed, G., & Cadogan, J. W. (2007) · Service Industries Journal · doi:10.1080/02642060701411757 · Cited by 161
Investigating the drivers of internet banking adoption decision
Gounaris, S. P., & Koritos, C. (2008) · International Journal of Bank Marketing · doi:10.1108/02652320810894370 · Cited by 160
Ekinci, Y., & Dawes, P. L. (2009) · Service Industries Journal · doi:10.1080/02642060802283113 · Cited by 177
Bringing Service Design to Service Sciences, Management and Engineering
Holmlid, S., & Evenson, S. (2008) · Service science: research and innovations in the service economy · doi:10.1007/978-0-387-76578-5_50 · Cited by 160
Mittal, B. (1999) · Journal of Service Research · doi:10.1177/109467059921008 · Cited by 160
Beverland, M. B., Lim, E. A. C., Morrison, M. C., & Terziovski, M. (2006) · Journal of Business Research · doi:10.1016/j.jbusres.2006.07.001 · Cited by 160
Negative Emotions in Marketing Research
Babin, B. J., Darden, W. R., Shreveport, Lousiana, & Babin, L. A. (1998) · Journal of Business Research · doi:10.1016/s0148-2963(97)00124-0 · Cited by 159
Creating a Satisfying Internet Shopping Experience via Atmospheric Variables
McKinney, L. N. (2004) · International Journal of Consumer Studies · doi:10.1111/j.1470-6431.2004.00368.x · Cited by 172
Destination foodscape: A stage for travelers' food experience
Björk, P., & Kauppinen‐Räisänen, H. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.11.005 · Cited by 183
What is this thing called service?
Johns, N. (1999) · European Journal of Marketing · doi:10.1108/03090569910285959 · Cited by 159
Into the Tourist's Mind: Understanding the Value of the Heritage Experience
McIntosh, A. J. (1999) · Journal of Travel & Tourism Marketing · doi:10.1300/j073v08n01_03 · Cited by 159
The value of health and wellbeing: an empirical model of value creation in social marketing
Zainuddin, N., Russell‐Bennett, R., & Previte, J. (2013) · European Journal of Marketing · doi:10.1108/ejm-10-2011-0564 · Cited by 163
Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type
Emrich, O., Paul, M., & Rudolph, T. J. (2015) · Journal of Retailing · doi:10.1016/j.jretai.2014.12.003 · Cited by 171
Park, J., Back, R. M., Bufquin, D., & Shapoval, V. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.11.003 · Cited by 161
Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research
Manthiou, A., Hickman, E., & Klaus, P. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102218 · Cited by 164
E‐scapes: The electronic physical environment and service tangibility
Koernig, S. K. (2003) · Psychology and Marketing · doi:10.1002/mar.10065 · Cited by 157
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
McDonnell, T. E. (2010) · American Journal of Sociology · doi:10.1086/651577 · Cited by 156
Seyitoğlu, F., & Ivanov, S. H. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102661 · Cited by 171
Çetin, G., & Walls, A. R. (2015) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2015.1034395 · Cited by 159
Ye, S., Lei, S. I., Shen, H., & Xiao, H. (2019) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2019.11.008 · Cited by 167
Beyond service quality dimensions in higher education and towards a service contract
Rowley, J. (1997) · Quality Assurance in Education · doi:10.1108/09684889710156530 · Cited by 154
Wine tourism research: a systematic review of 20 vintages from 1995 to 2014
Gómez, M., Pratt, M. A., & Molina, A. (2018) · Current Issues in Tourism · doi:10.1080/13683500.2018.1441267 · Cited by 158
Determinants of Relationship Quality and Loyalty in Personalized Services
Shamdasani, P. N., & Balakrishnan, A. A. (2000) · Asia Pacific Journal of Management · doi:10.1023/a:1015834214570 · Cited by 154
Music and consumption experience: a review
Jain, R., & Bagdare, S. (2011) · International Journal of Retail & Distribution Management · doi:10.1108/09590551111117554 · Cited by 153
A model of customer satisfaction and retention for hotels
Sim, J., Mak, B., & Jones, D. (2006) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1300/j162v07n03_01 · Cited by 153
Anxiety, crowding, and time pressure in public self-service technology acceptance
Gelbrich, K., & Sattler, B. (2014) · Journal of Services Marketing · doi:10.1108/jsm-02-2012-0051 · Cited by 157
It is all about the emotional state: Managing tourists’ experiences
Brunner‐Sperdin, A., Peters, M., & Ströbl, A. (2011) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2011.03.004 · Cited by 153
Shabbir, A., Malik, S. A., & Malik, S. A. (2016) · International Journal of Quality & Reliability Management · doi:10.1108/ijqrm-06-2014-0074 · Cited by 165
Museums as Restorative Environments
Packer, J., & Bond, N. (2010) · Curator The Museum Journal · doi:10.1111/j.2151-6952.2010.00044.x · Cited by 152
Cheng, F.-F., Wu, C.-S., & Yen, D. C. (2008) · Behaviour and Information Technology · doi:10.1080/01449290701770574 · Cited by 152
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
