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 701–800 of 1,012
Consumption Emotions, Experience Quality and Satisfaction
Zins, A. H. (2002) · Journal of Travel & Tourism Marketing · doi:10.1300/j073v12n02_02 · Cited by 113
Human and spatial dimensions of retail density: Revisiting the role of perceived control
van Rompay, T. J. L., Galetzka, M., Pruyn, A. T. H., & Garcia, J. M. (2008) · Psychology and Marketing · doi:10.1002/mar.20211 · Cited by 114
Huang, X., Zhang, M., Hui, M. K., & Wyer, R. S. (2013) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2013.09.009 · Cited by 112
Visitors’ Emotional Responses to the Festival Environment
Lee, J. (2014) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2014.861726 · Cited by 120
Customer-Integrated Business Models: A Theoretical Framework
Plé, L., Lecocq, X., & Angot, J. (2010) · M n gement · doi:10.3917/mana.134.0226 · Cited by 112
Drivers Of Customer Loyalty In A Retail Store Environment
Clottey, T. A., Collier, D. A., & Stodnick, M. (2008) · Journal of Service Science (JSS) · doi:10.19030/jss.v1i1.4300 · Cited by 112
Investigating customer loyalty formation for wellness spa: Individualism vs. collectivism
Han, H., Kiatkawsin, K., Kim, W., & Lee, S. (2017) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2017.07.007 · Cited by 117
Leveraging service design as a multidisciplinary approach to service innovation
Joly, M. P., Teixeira, J., Patrício, L., & Sangiorgi, D. (2019) · Journal of service management · doi:10.1108/josm-07-2017-0178 · Cited by 138
The Nature of Nature in Nature-based Tourism
Fredman, P., Wall-Reinius, S., & Grundén, A. (2012) · Scandinavian Journal of Hospitality and Tourism · doi:10.1080/15022250.2012.752893 · Cited by 112
The role of service innovation and customer experience in ethnic restaurants
Su, C.-S. (2010) · Service Industries Journal · doi:10.1080/02642060902829302 · Cited by 112
The Sweet Smell of Success: Olfaction in Retailing
Davies, B. J., Kooijman, D., & Ward, P. (2003) · Journal of Marketing Management · doi:10.1080/0267257x.2003.9728228 · Cited by 117
Guo, J., Liu, Z., & Liu, Y. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.10.004 · Cited by 114
“What is beautiful we book”: hotel visual appeal and expected service quality
Kirillova, K. A., & Chan, J. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-07-2017-0408 · Cited by 122
Tanković, A. Č., & Benazić, D. (2018) · Online Information Review · doi:10.1108/oir-12-2016-0354 · Cited by 111
Leri, I., & Theodoridis, P. K. (2019) · Tourism Review · doi:10.1108/tr-07-2018-0092 · Cited by 111
Lombart, C., Millan, E. S., Normand, J., Verhulst, A., Labbé-Pinlon, B., & Moreau, G. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.01.010 · Cited by 121
E-tail atmospherics: A critique of the literature and model extension
Sautter, P., Hyman, M. R., & Lukošius, V. (2004) · Journal of electronic commerce research · Cited by 110
Zone‐of‐tolerance moderates the service quality‐outcome relationship
Yap, K. B., & Sweeney, J. (2007) · Journal of Services Marketing · doi:10.1108/08876040710737895 · Cited by 111
Relationship Marketing — Some Reflections on the State-of-the-Art of the Relational Concept
Hennig‐Thurau, T., & Hansen, U. (2000) · Springer eBooks · doi:10.1007/978-3-662-09745-8_1 · Cited by 110
L’expérience du consommateur dans le commerce de détail. Une revue de littérature
Antéblian, B., Filser, M., & Roederer, C. (2013) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/0767370113497868 · Cited by 110
Service network value co-creation: Defining the roles of the generic actor
Ekman, P., Raggio, R. D., & Thompson, S. M. (2016) · Industrial Marketing Management · doi:10.1016/j.indmarman.2016.03.002 · Cited by 121
Online and store patronage: a typology of grocery shoppers
Harris, P., Riley, F. D., Riley, D., & Hand, C. (2017) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-06-2016-0103 · Cited by 123
Han, H., & Hyun, S. S. (2018) · Business Strategy and the Environment · doi:10.1002/bse.2269 · Cited by 117
Spend less and experience more: Understanding tourists’ social contact in the Airbnb context
Lin, P. M. C., Fan, D. X. F., Zhang, H. Q., & Lau, C. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.04.007 · Cited by 110
Interaction design and service design: Expanding a comparison of design disciplines
Holmlid, S. (2007) · Nordic design research conference · doi:10.21606/nordes.2007.031 · Cited by 110
Customer complaint behaviour from the perspective of the service‐dominant logic of marketing
Tronvoll, B. (2007) · Managing Service Quality · doi:10.1108/09604520710834966 · Cited by 109
Roederer, C. (2012) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737011202700304 · Cited by 109
Zehir, C., & Narcıkara, E. B. (2016) · Procedia - Social and Behavioral Sciences · doi:10.1016/j.sbspro.2016.07.153 · Cited by 120
Smartphones and the reconfiguration of retailscapes: Stores, shopping, and digitalization
Fuentes, C., Bäckström, K., & Svingstedt, A. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2017.08.006 · Cited by 109
The role of wellness spa tourism performance in building destination loyalty: the case of Thailand
Han, H., Kiatkawsin, K., Hee-kyoung, J., & Kim, W. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2017.1376031 · Cited by 109
Restrict, clean and protect: signaling consumer safety during the pandemic and beyond
Bove, L. L., & Benoit, S. (2020) · Journal of service management · doi:10.1108/josm-05-2020-0157 · Cited by 111
Ding, H.-M., & Hung, K. (2021) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2020.100551 · Cited by 109
Smart dining, smart restaurant, and smart service quality (SSQ)
Wong, I. A., Huang, J., Lin, Z., & Jiao, H. (2022) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2021-1207 · Cited by 118
Measuring service quality of travel agents: evidence from Northern Cyprus
Johns, N., Avcí, T., & Karatepe, O. M. (2004) · Service Industries Journal · doi:10.1080/0264206042000247777 · Cited by 109
Andreu, L., Alcañiz, J. E. B., Chumpitaz, R., & Swaen, V. (2006) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593960600980097 · Cited by 109
International visitor dining experiences: A conceptual framework
Wijaya, S., King, B. E. M., Nguyen, T., & Morrison, A. (2013) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2013.07.001 · Cited by 113
Designing the e-Servicescape: Implications for Online Retailers
Hopkins, C. D., Grove, S. J., Raymond, M. A., & LaForge, M. C. (2009) · Journal of Internet Commerce · doi:10.1080/15332860903182487 · Cited by 108
Customer experience formation in today’s service landscape
Lipkin, M. (2016) · Journal of service management · doi:10.1108/josm-06-2015-0180 · Cited by 130
Tuerlan, T., Li, S.-S., & Scott, N. (2021) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-11-2020-1257 · Cited by 89
Quality perceptions in the financial services sector
Boshoff, C., & Tait, M. (1996) · International Journal of Service Industry Management · doi:10.1108/09564239610149939 · Cited by 108
Empirical study of destination loyalty and its antecedent: the perspective of place attachment
Su, H., Cheng, K.-F., & Huang, H.-H. (2011) · Service Industries Journal · doi:10.1080/02642069.2010.511188 · Cited by 110
Motives of dysfunctional customer behavior: an empirical study
Daunt, K. L., & Harris, L. C. (2012) · Journal of Services Marketing · doi:10.1108/08876041211237587 · Cited by 107
Customers as oral participants in a service setting
Harris, K., Baron, S., & Ratcliffe, J. (1995) · Journal of Services Marketing · doi:10.1108/08876049510094504 · Cited by 107
Wong, I. A., & Rosenbaum, M. S. (2010) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348010380600 · Cited by 108
Leenders, M. A. A. M., Smidts, A., & Haji, A. E. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.05.007 · Cited by 107
Consequences of cruise line involvement: a comparison of first-time and repeat passengers
Chua, B., Lee, S., & Han, H. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-09-2015-0452 · Cited by 107
Sukhu, A., Choi, H.-Y., Bujisic, M., & Bilgihan, A. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.06.013 · Cited by 107
Sun, J. H., Chen, P., Ren, L., Shih, E. H.-W., Ma, C., Wang, H., & Ha, N.-H. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.10.005 · Cited by 110
Exploring key factors influencing customer behavioral intention in robot restaurants
Guan, X., Gong, J., Li, M., & Huan, T.-C. T. C. (2021) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-06-2021-0807 · Cited by 115
Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources
Yoo, J., & Arnold, T. J. (2016) · Journal of Service Research · doi:10.1177/1094670515589956 · Cited by 124
A Study of the Service Encounter in Eight Countries
Keillor, B. D., Hult, G. T. M., & Kandemir, D. (2004) · Journal of International Marketing · doi:10.1509/jimk.12.1.9.25649 · Cited by 111
The antecedents of satisfaction and revisit intentions for full-service restaurants
Marinković, V., Senić, V., Ivkov, D., Dimitrovski, D., & Bjelic, M. (2014) · Marketing Intelligence & Planning · doi:10.1108/mip-01-2013-0017 · Cited by 106
Destination Visual Image and Expectation of Experiences
Ye, H., & Tussyadiah, I. P. (2011) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2011.545743 · Cited by 123
Service(s) Marketing Research: Developments and Directions
Baron, S., Warnaby, G., & Hunter-Jones, P. (2014) · International Journal of Management Reviews · doi:10.1111/ijmr.12014 · Cited by 101
Heritage site management: from dark tourism to transformative service experience?
Magee, R., & Gilmore, A. (2015) · Service Industries Journal · doi:10.1080/02642069.2015.1090980 · Cited by 118
Exploring different nationality perceptions of airport service quality
Pantouvakis, A., & Renzi, M. F. (2016) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2015.12.005 · Cited by 113
Drivers and resources of customer co-creation: A scenario-based case in the restaurant industry
Im, J., & Qu, H. (2017) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2017.03.007 · Cited by 106
Drivers, types and value outcomes of customer-to-customer interaction
Heinonen, K., Jaakkola, E., & Neganova, I. (2018) · Journal of Service Theory and Practice · doi:10.1108/jstp-01-2017-0010 · Cited by 115
The coffee drinking experience: Product extrinsic (atmospheric) influences on taste and choice
Spence, C. J., & Carvalho, F. M. (2019) · Food Quality and Preference · doi:10.1016/j.foodqual.2019.103802 · Cited by 130
An empirical model of attendance factors at major sporting events
Hall, J. E., O’Mahony, B., & Vieceli, J. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.10.011 · Cited by 112
Joye, Y., Willems, K., Brengman, M., & Wolf, K. L. (2009) · Urban forestry & urban greening · doi:10.1016/j.ufug.2009.10.001 · Cited by 106
Bodet, G. (2006) · European Sport Management Quarterly · doi:10.1080/16184740600954148 · Cited by 114
A visitors’ experience model for mixed reality in the museum
Trunfio, M., & Campana, S. (2019) · Current Issues in Tourism · doi:10.1080/13683500.2019.1586847 · Cited by 105
Uncovering Dimensionality in the Servicescape: Towards Legibility
Newman, A. J. (2006) · Service Industries Journal · doi:10.1080/02642060601038601 · Cited by 105
Kim, J. S., & Hardin, A. M. (2010) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2010.508005 · Cited by 104
The foodservice industry: Eating out is more than just a meal
Edwards, J. S. (2012) · Food Quality and Preference · doi:10.1016/j.foodqual.2012.02.003 · Cited by 104
Therapeutic Servicescapes and Market-Mediated Performances of Emotional Suffering
Higgins, L., & Hamilton, K. (2018) · Journal of Consumer Research · doi:10.1093/jcr/ucy046 · Cited by 106
Impact of core-product and service-encounter quality, attitude, image, trust and love on repurchase
Han, H., Yu, J., Chua, B., Lee, S., & Kim, W. (2019) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2018-0376 · Cited by 104
Express yourself: Facial expression of happiness, anger, fear, and sadness in funding pitches
Warnick, B. J., Davis, B. C., Allison, T. H., & Anglin, A. H. (2021) · Journal of Business Venturing · doi:10.1016/j.jbusvent.2021.106109 · Cited by 100
Swan, J. E., Richardson, L. D., & Hutton, J. D. (2003) · Health Care Management Review · doi:10.1097/00004010-200307000-00006 · Cited by 104
A CIT investigation of other customers' influence in services
Zhang, J., Beatty, S. E., & Mothersbaugh, D. L. (2010) · Journal of Services Marketing · doi:10.1108/08876041011060495 · Cited by 110
Creative space: design and the retail environment
Kent, T. (2007) · International Journal of Retail & Distribution Management · doi:10.1108/09590550710773273 · Cited by 104
Mall shopping behaviour of Indian small town consumers
Khare, A. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.10.005 · Cited by 103
The effect of food shape abnormality on purchase intentions in China
Loebnitz, N., & Grunert, K. G. (2015) · Food Quality and Preference · doi:10.1016/j.foodqual.2014.08.005 · Cited by 103
Chang, C.-H., Shu, S., & King, B. E. M. (2013) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2013.779589 · Cited by 103
Suess, C., & Mody, M. A. (2016) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2016.11.004 · Cited by 103
Ali, M., Puah, C., Ayob, N., & Raza, S. A. (2019) · British Food Journal · doi:10.1108/bfj-11-2018-0728 · Cited by 114
Tourism Destinations: Antecedents to Customer Satisfaction and Positive Word-of-Mouth
Abubakar, B., & Mavondo, F. (2013) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2013.796865 · Cited by 103
Consumer values among restaurant customers
Jensen, Ø., & Hansen, K. V. (2006) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2006.05.004 · Cited by 103
Brandfests: Servicescapes for the Cultivation of Brand Equity
McAlexander, J. H., & Schouten, J. W. (1998) · Alexandria (UniSG) (University of St.Gallen) · Cited by 103
Jeon, S., & Kim, M. (2012) · Service Business · doi:10.1007/s11628-012-0136-z · Cited by 102
Namkung, Y., & Jang, S. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2008.11.001 · Cited by 113
Baron, S., Patterson, A., Maull, R., & Warnaby, G. (2017) · Journal of Service Research · doi:10.1177/1094670517738372 · Cited by 101
Brand love is all around: loyalty behaviour, active and passive social media users
Alcañiz, J. E. B., Andreu, L., Cabañero, C. P., & Mafé, C. R. (2019) · Current Issues in Tourism · doi:10.1080/13683500.2019.1631760 · Cited by 119
The design and management of ambience—Implications for hotel architecture and service
Heide, M., Lærdal, K., & Grønhaug, K. (2007) · Tourism Management · doi:10.1016/j.tourman.2007.01.011 · Cited by 102
Lee, S., Lee, H. J., Seo, W. J., & Green, C. (2012) · Journal of Sport Management · doi:10.1123/jsm.26.6.490 · Cited by 113
Interdisciplinary and Interorganizational Research: Establishing the Science of Enterprise Networks
Buhman, C., Kekre, S., & Singhal, J. (2005) · Production and Operations Management · doi:10.1111/j.1937-5956.2005.tb00236.x · Cited by 102
Patterns of Emotional Responses and Behavioural Consequences of Dissatisfaction
Maute, M. F., & Dubés, L. (1999) · Applied Psychology · doi:10.1111/j.1464-0597.1999.tb00006.x · Cited by 102
Creating a model of customer equity for chain restaurant brand formation
Hyun, S. S. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.02.006 · Cited by 101
Barnes, D. C., Collier, J. E., Howe, V., & Hoffman, K. D. (2016) · Journal of Services Marketing · doi:10.1108/jsm-05-2015-0172 · Cited by 101
What drives experiential loyalty? A case study of Starbucks coffee chain in Taiwan
Wu, H. (2017) · British Food Journal · doi:10.1108/bfj-08-2016-0349 · Cited by 101
The power of design: How does design affect consumers’ online hotel booking?
Baek, J., & Ok, C. “. (2017) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2017.05.001 · Cited by 101
An investigation on customer revisit intention to theme restaurants
Meng, B., & Choi, K. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-11-2016-0630 · Cited by 105
Transformative service research, service design, and social entrepreneurship
Alkire, L., Mooney, C. H., Gur, F. A., Kabadayi, S., Renko, M., & Vink, J. (2019) · Journal of service management · doi:10.1108/josm-05-2019-0139 · Cited by 124
Cho, H., Wong, Z. E., & Chiu, W. (2020) · SAGE Open · doi:10.1177/2158244020920588 · Cited by 101
Seçi̇lmi̇ş, C., Özdemir, C., & Kılıç, İ. (2021) · Current Issues in Tourism · doi:10.1080/13683500.2021.1994528 · Cited by 111
Climbing the Commitment Ladder
White, S. S., & Schneider, B. (2000) · Journal of Service Research · doi:10.1177/109467050023002 · Cited by 104
Lillo, F. G., García, M. Ú., & Marco‐Lajara, B. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.10.007 · Cited by 100
Moon, H. G., Yoon, H. J., & Han, H. (2016) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2016.1223779 · Cited by 107
Tabaeeian, R. A., Yazdi, A., Mokhtari, N., & Khoshfetrat, A. (2022) · Journal of Ecotourism · doi:10.1080/14724049.2022.2046759 · Cited by 111
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
