Servicescape and Emotional Response: An Application in Cultural Public Services

Academic Public Administration Studies

Servicescape and Emotional Response: An Application in Cultural Public Services

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Title: Servicescape and Emotional Response: An Application in Cultural Public Services
Author: Andreas, Berta Tubillejas; Taulet, Amparo Cervera; Garcia, Haydee Calderon
Abstract: According to services marketing theory, the servicescape modifies final consumer behaviour. This work proposes a conceptual model which analyses the relationship between servicescape and consumer emotions as a preliminary stage in consumer response to the purchase process. This study offers a new contribution by considering servicescape as an integrating concept in the model for the physical and social dimensions of the setting. The model is applied to cultural public services.
URI: http://www.apas.admpubl.snspa.ro/handle/2010/182
Date: 2010-07-05


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