20,379
Views
8
CrossRef citations to date
0
Altmetric
Articles

A study of the relationship between service atmosphere and customer loyalty with specific reference to structural equation modelling

Pages 706-720 | Received 03 Mar 2015, Accepted 25 May 2016, Published online: 13 Jul 2016

References

  • Aksu, M. (2012). The effect of the atmosphere as a component of service quality on the customer loyalty: a research on to the domestic tourists staying at the hotels in Bozcaada (Unpublished Doctoral Thesis), The Institute of Social Sciences, Balikesir University.
  • Aksu, M., & Bozok, D. (2012). The effects of hotel atmosphere on tourists’ expectations and perceptions: an application at bozcaada. Balikesir University The Journal of Social Science Institute, 15, 297–317.
  • Alcantara-Pilar, J. M., & Del Barrio-Garcia, S. (2015). Antecedents of attitudes toward the website. Cross Cultural Management: An International Journal, 22, 379–404. doi:10.1108/CCM-04-2014-0044.
  • Ariffin, H. F., Bibon, M. F., & Abdullah, R. P. S. R. (2012). Restaurant's atmospheric elements: What the customer wants. Procedia-Social and Behavioral Sciences, 38, 380–387. doi:10.1016/j.sbspro.2012.03.360.
  • Arnold, S. J., Handelman, J., & Tigert, D. J. (1996). Organisational legitimacy and retail store patronage. Journal of Business Research, 35, 229–239. doi:10.1016/0148-2963(95)00128-X.
  • Arslan, M. (2004). The Atmosphere in Retail Industry. Istanbul: Derin Publications.
  • Arslan, M., & Baycu, S. (2006). Atmosphere of the store (1th Edition). Eskişehir: Anadolu University Publications.
  • Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. A. Congram, & J. Shanahan (Eds.), The services challenge: Integrating for competitive advantage (pp. 79–84). Chicago, IL: American Marketing Association.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57–71. doi:10.2307/1252042.
  • Bogicevic, V. (2014). The effect of airport servicescape features on traveler anxiety and enjoyment Graduate Theses and Dissertations. Retrieved from http://scholarcommons.usf.edu/etd/4987
  • Bonn, M. A., Joseph-Mathews, S. M., Dai, M., Hayes, S., & Cave, J. (2007). Heritage/cultural attraction atmospherics: Creating the right environment for the heritage/cultural visitor. Journal of Travel Research, 45, 345. doi:10.1177/0047287506295947.
  • Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13, 213–217. doi:10.1108/09596110110395893.
  • Brunner-Sperdin, A., & Peters, M. (2009). What influences guests' emotions? The case of high-quality hotels. International Journal of Tourism Research, 11, 171–183. 10.1002/jtr.v11:2
  • Byrne, M. B. (2012). Structural equation modelling with amos bacis concepts, applications, and programing. New York, NY: Taylor & Francis Group LLC.
  • Cameron, M. A., Baker, J., Peterson, M., & Braunsberger, K. (2003). The effects of music, wait-length evaluation, and mood on a low-cost wait experience. Journal of Business Research, 56, 421–430. doi:10.1016/S0148-2963(01)00244-2.
  • Canoğlu, M. (2008). Determination of the relationship between the image and service quality perceptions and the repeat buying behaviours of hotel customers (Unpublished master dissertation). The Institute of Social Sciences, Cukurova University.
  • Çeliköz, A. (2001). Influences of the fashion on the five star hotel building’s lobby designing and its effects on design’s identity (Unpublished master dissertation). The Institute of Science, Mimar Sinan University.
  • Chang, J. C. (2008). Tourists’ satisfaction judgments: An investigation of emotion, equity, and attribution. Journal of Hospitality & Tourism Research, 32, 108–134. doi:10.1177/1096348007309571.
  • Chebat, J., & Dubé, L. (2000). Evolution and challenges facing retail atmospherics: The apprentice sorcerer is dying. Journal of Business Research, 49, 89–90. doi:10.1016/S0148-2963(99)00012-0.
  • Chebat, J., & Morrin, M. (2007). Colors and cultures: Exploring the effects of mall décor on consumer perceptions. Journal of Business Research, 60, 189–196. doi:10.1016/j.jbusres.2006.11.003.
  • Clemes, M. D., Wu, H. C. J., Hu, B. D., & Gan, C. (2009). An empirical study of behavioral intentions in the taiwan hotel industry. Innovative Marketing, 5(5), 30–50.
  • Clemes, M. D., Gan, C., & Ren, M. (2011). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality & Tourism Research, 35, 530–568. doi:10.1177/1096348010382239.
  • Countryman, C. C., & Jang, S. (2006). The effects of atmospheric elements on customer impression: The case of hotel lobbies. International Journal of Contemporary Hospitality Management, 18, 534–545. doi:10.1108/09596110610702968.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 99–113. doi:10.1177/0092070394222001.
  • Dlačić, J., & Žabkar, V. (2012). Relationship commitment, relational equity and company image in customer loyalty development. Economic Research-Ekonomska Istraživanja, 25, 503–523. doi:10.1080/1331677X.2012.11517520.
  • Duncan Herrington, J., & Capella, L. M. (1996). Effects of music in service environments: A field study. Journal of Services Marketing, 10, 26–41. doi:10.1108/08876049610114249.
  • Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8, 330–345. 10.1177/1094670506286325
  • Ha, J., & Jang, S. S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29, 520–529. doi:10.1016/j.ijhm.2009.12.005.
  • Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33, 487–510. doi:10.1177/1096348009344212.
  • Harris, Lloyd C., & Ve Ezeh, Chris (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42, 390–422. doi:10.1108/03090560810852995.
  • Hau-siu Chow, I., Lau, V. P., Wing-chun Lo, T. W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26, 698–710. doi:10.1016/j.ijhm.2006.07.001.
  • Heide, M., & Grønhaug, K. (2009). Key factors in guests’ perception of hotel atmosphere. Cornell Hospitality Quarterly, 50, 29–43. doi:10.1177/1938965508328420.
  • Hoffman, K. D., & Bateson, J. (1997). Essentials of services marketing. New York, NY: Dryden Press.
  • Hutton, J. D., & Richardson, L. D. (1995). Healthscapes: The role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments and behaviours. Health Care Management Review, 20, 48–61.
  • Jaiswal, A. K., & Niraj, R. (2011). Examining mediating role of attitudinal loyalty and nonlinear effects in satisfaction-behavioral intentions relationship. Journal of Services Marketing, 25, 165–175. doi:10.1108/08876041111129155.
  • Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11–20. doi:10.1016/j.ijhm.2013.10.007.
  • Jani, D., & Han, H. (2015). Influence of environmental stimuli on hotel customer emotional loyalty response: Testing the moderating effect of the big five personality factors. International Journal of Hospitality Management, 44, 48–57. doi:10.1016/j.ijhm.2014.10.006.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12, 346–351. doi:10.1108/09596110010342559.
  • Karkin, G. (2008). Physical evidence as a component of services marketing and atmospherics in hotels ( Unpublished Master Thesis). The Institute of Social Sciences, Inonu University.
  • Kim, T. T., Kim, W. G., Park, S. S. S., Lee, G., & Jee, B. (2012). Intellectual capital and business performance: What structural relationships do they have in upper-upscale hotels? International Journal of Tourism Research, 14, 391–408. doi:10.1002/jtr.1868.
  • Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28, 144–156. doi:10.1016/j.ijhm.2008.06.010.
  • Kocoğlu, C. M. (2009). The impact of service quality on customer loyalty and implementation in a 5 stars hotel business (Unpublished Master Thesis). The Institute of Social Sciences, Duzce University.
  • Koernig, S. K. (2003). E-Scapes: The electronic physical environment and service intangibility. Psychology & Marketing, 20, 151–167. doi:10.1002/mar.10065.
  • Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49, 48–64.
  • Kozak, N. (2014). Tourism Marketing. (5th Edition). Ankara: Detay Publications.
  • Kurt, G. (2008). The role of store atmosphere in developing customer loyalty: a study in big food retailing (Unpublished Master Thesis), The Institute of Social Sciences, Dokuz Eylul University, Izmir.
  • Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23, 163–178. doi:10.1016/j.ijhm.2003.01.001.
  • Lin, I. Y. (2010). The combined effect of color and music on customer satisfaction in hotel bars. Journal of Hospitality Marketing & Management, 19, 22–37. doi:10.1080/19368620903327675.
  • Liu, Y., & Jang, S. S. (2009). The effects of dining atmospherics: An extended Mehrabian-Russell model. International Journal of Hospitality Management, 28, 494–503. doi:10.1016/j.ijhm.2009.01.002.
  • Lohr, L. S. (2010). Sampling: Design and analysis (Sec ed.). Boston, MA: Brooks/Cole.
  • Lucas, F. A. (2003). The determinants and effect of slot services cape satisfaction in a Las Vegas hotel casino. UNLV Gaming Research & Review Journal, 7(1), 1–19.
  • Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25, 122–133. doi:10.1108/08876041111119840.
  • Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalogue and internet shopping environment. Journal of Retailing, 77, 39–56. doi:10.1016/S0022-4359(00)00045-2.
  • Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77, 273–289. doi:10.1016/S0022-4359(01)00042-2.
  • McDonnell, J. (2007). Music, scent and time preferences for waiting lines. International Journal of Bank Marketing, 25, 223–237. doi:10.1108/02652320710754015.
  • Mechinda, P., Serirat, S., & Gulid, N. (2009). An examination of tourists’ attitudinal and behavioral loyalty: Comparison between domestic and international tourists. Journal of Vacation Marketing, 15, 129–148. doi:10.1177/1356766708100820.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20–38.10.2307/1252308
  • Musa, G., & Thirumoorthi, T. (2011). Red palm: Exploring service quality and services cape of the best backpacker hostel in Asia. Current Issues in Tourism, 14, 103–120. doi:10.1080/13683500903511125.
  • Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. International Journal of Service Industry Management, 13, 242–262. doi:10.1108/09564230210431965.
  • Öktem, D. (2007). Perception of spaces & formation of identity in hotel interior design (Unpublished Master Thesis). The Institute of Science, Mimar Sinan University, Istanbul
  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw- Hill.
  • Petrick, J. F. (2004). Are loyal visitors desired visitors? Tourism Management, 25, 463–470.10.1016/S0261-5177(03)00116-X
  • Polo Peña, A. I., Frías Jamilena, D. M., & Rodríguez Molina, M. Á. (2013). Antecedents of loyalty toward rural hospitality enterprises: The moderating effect of the customer’s previous experience. International Journal of Hospitality Management, 34, 127–137. doi:10.1016/j.ijhm.2013.02.011.
  • Reimer, A., & Kuehn, R. (2006). The impact of services cape on quality perception. European Journal of Marketing, 39, 785–808.
  • Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 30, 599–611. doi:10.1016/j.ijhm.2010.11.004.
  • Ryu, K., & Jang, S. S. (2007). The effect of environmental perceptions on behavioral intentıons through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31, 56–72. doi:10.1177/1096348006295506.
  • Schermelleh-Engel, K., & Moosbrugger, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research, 8, 23–74.
  • Sharma, A., & Stafford, T. F. (2000). The effect of retail atmospherics on consumers’ perceptions of salespeople and customer persuasion: An empirical ınvestigation. Journal of Business Research, 49, 183–191. doi:10.1016/S0148-2963(99)00004-1.
  • Spangenberg, E. R., Grohmann, B., & Sprott, D. E. (2005). It's beginning to smell (and sound) a lot like Christmas: The interactive effects of ambient scent and music in a retail setting. Journal of Business Research, 58, 1583–1589. doi:10.1016/j.jbusres.2004.09.005.
  • Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual model. Marketing Theory, 3, 447–475. doi:10.1177/1470593103040785.
  • Tsaur, S., Chiu, Y., & Huang, C. (2002). Determinants of guest loyalty to international tourist hotels—a neural network approach. Tourism Management, 23, 397–405. doi:10.1016/S0261-5177(01)00097-8.
  • Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49, 193–211. doi:10.1016/S0148-2963(99)00010-7.
  • Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20, 294–316. doi:10.1108/07363760310483676.
  • Weinrach, J. (2000). Environmental psychology: Why should we care? Environmental Quality Management, 10, 83–86. 10.1002/(ISSN)1520-6483
  • Yoo, M., & Bai, B. (2013). Customer loyalty marketing research: A comparative approach between hospitality and business journals. International Journal of Hospitality Management, 33, 166–177. doi:10.1016/j.ijhm.2012.07.009.
  • Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213–223. doi:10.1016/j.tourman.2013.06.006.