How sophisticated servicescape can reduce negative feelings when a failure occur?

Bibliographic Details
Main Author: Terres, Mellina
Publication Date: 2018
Other Authors: Herter, Márcia, Pinto, Diego Costa, Mazzon, Jose Afonso
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/145869
Summary: Terres, M., Herter, M., Pinto, D. C., & Mazzon, J. A. (2018). How sophisticated servicescape can reduce negative feelings when a failure occur? . In SERVSIG Conference Proceedings, 2018: Opportunities for Services in a Challenging World (pp. 420-429). [10th SERVSIG, 2018,14-16 june 2018, Paris, France]. SERVSIG. ISBN: 978-2-9516606-3-2
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network_name_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
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spelling How sophisticated servicescape can reduce negative feelings when a failure occur?SDG 12 - Responsible Consumption and ProductionTerres, M., Herter, M., Pinto, D. C., & Mazzon, J. A. (2018). How sophisticated servicescape can reduce negative feelings when a failure occur? . In SERVSIG Conference Proceedings, 2018: Opportunities for Services in a Challenging World (pp. 420-429). [10th SERVSIG, 2018,14-16 june 2018, Paris, France]. SERVSIG. ISBN: 978-2-9516606-3-2When providers fail to meet consumers’ expectations, service failures occur Zeithaml et al. 2011), with adverse effects on consumer behavior, emotions, intentions to switch providers, and intentions to repurchase services (Bonifield and Cole 2007; Hocutt et al. 1997; Liao et al.2015; McColl-Kennedy and Sparks 2003; Patterson et al. 2006; Smith et al. 1999; Zeelenberg and Pieters 2004). Servicescapes (i.e. service environments) are a combination of ambient conditions (e.g.temperature, music, odor), space (e.g. equipment, furnishing), and signs, symbols and artifacts (e.g. personal artifacts, style of décor) in service environments designed to create physical surroundings (Bitner 1992). Pleasant servicescapes build sensory impressions that improve service experiences (Berry et al. 2002; Bitner 1992; Chang 2016; Dean 2014; DiPietro and Campbell 2014; Durna et al. 2015; Kotler 1973; Walsh et al. 2011). More than a component of the service production, servicescapes are part of the service itself (Bitner 1992) and serve as clues for consumers to use in building their pre-purchase (Shostack, 1977) and post-purchase quality evaluations (Bitner 1990; Hooper et al. 2013; Kearney et al. 2013; Westbrook and Oliver 1991). Based on this literature, this research explores the effects of service environment in determining how consumers react to service failures. That is, a positive service environment can generate positive assessments by evoking impressions of service quality (Zeithaml et al. 2011).SERVSIGNOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNTerres, MellinaHerter, MárciaPinto, Diego CostaMazzon, Jose Afonso2022-11-28T22:17:59Z2018-072018-07-01T00:00:00Zconference objectinfo:eu-repo/semantics/publishedVersion9application/pdfhttp://hdl.handle.net/10362/145869eng978-2-9516606-3-2PURE: 11374239info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-05-22T18:07:01Zoai:run.unl.pt:10362/145869Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T17:37:24.947336Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv How sophisticated servicescape can reduce negative feelings when a failure occur?
title How sophisticated servicescape can reduce negative feelings when a failure occur?
spellingShingle How sophisticated servicescape can reduce negative feelings when a failure occur?
Terres, Mellina
SDG 12 - Responsible Consumption and Production
title_short How sophisticated servicescape can reduce negative feelings when a failure occur?
title_full How sophisticated servicescape can reduce negative feelings when a failure occur?
title_fullStr How sophisticated servicescape can reduce negative feelings when a failure occur?
title_full_unstemmed How sophisticated servicescape can reduce negative feelings when a failure occur?
title_sort How sophisticated servicescape can reduce negative feelings when a failure occur?
author Terres, Mellina
author_facet Terres, Mellina
Herter, Márcia
Pinto, Diego Costa
Mazzon, Jose Afonso
author_role author
author2 Herter, Márcia
Pinto, Diego Costa
Mazzon, Jose Afonso
author2_role author
author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
Information Management Research Center (MagIC) - NOVA Information Management School
RUN
dc.contributor.author.fl_str_mv Terres, Mellina
Herter, Márcia
Pinto, Diego Costa
Mazzon, Jose Afonso
dc.subject.por.fl_str_mv SDG 12 - Responsible Consumption and Production
topic SDG 12 - Responsible Consumption and Production
description Terres, M., Herter, M., Pinto, D. C., & Mazzon, J. A. (2018). How sophisticated servicescape can reduce negative feelings when a failure occur? . In SERVSIG Conference Proceedings, 2018: Opportunities for Services in a Challenging World (pp. 420-429). [10th SERVSIG, 2018,14-16 june 2018, Paris, France]. SERVSIG. ISBN: 978-2-9516606-3-2
publishDate 2018
dc.date.none.fl_str_mv 2018-07
2018-07-01T00:00:00Z
2022-11-28T22:17:59Z
dc.type.driver.fl_str_mv conference object
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/145869
url http://hdl.handle.net/10362/145869
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 978-2-9516606-3-2
PURE: 11374239
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 9
application/pdf
dc.publisher.none.fl_str_mv SERVSIG
publisher.none.fl_str_mv SERVSIG
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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