Service Environment and Consumer Satisfaction: Second Edition – Paperback

Description

Author(s): Shisok Kim
Publisher: LAP Lambert Academic Publishing
Publisher Imprint: LAP Lambert Academic Publishing
BISAC: Marketing – General

How does the service environment shape consumer satisfaction and shopping behavior?This book examines the relationship between the physical and sensory environment of retail stores and consumers’ satisfaction, emotions, and shopping values. Drawing on a study of tangible and intangible in-store stimuli-including ambient odors, music, and other elements of the service environment-it explores how these factors influence consumers’ positive and negative affect and their perceptions of shopping value.Particular attention is given to the distinction between hedonic and utilitarian shopping value. The study investigates how these two dimensions mediate the relationship between the service environment and consumer satisfaction, offering insights into the ways store surroundings can influence consumer responses and purchasing behavior.The findings suggest that consumers’ shopping behavior is more strongly influenced by utilitarian shopping value than by hedonic value. This book provides a useful contribution to research and practice in consumer behavior, retail marketing, service environments, and customer satisfaction.