Customer response to intangible and tangible service factors

This research investigates the question: Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Theoretical and empirical data from environmental psychology suggests that customer reactions to t...

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Bibliographische Detailangaben
Veröffentlicht in:	Psychology & marketing 1999-01, Vol.16 (1), p.51-68
Hauptverfasser:	Wakefield, Kirk L., Blodgett, Jeffrey G.
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer attitudes Consumers Consumption Customer services Dry cleaners Empathy Environmental psychology Food Influence Leisure Perceptions Pest control Psychological aspects Quality of service Restaurants Service industries Statistical analysis Studies
Online-Zugang:	Volltext
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