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Author = Kearney, Treasa;
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Displaying Results 1 - 4 of 4 on page 1 of 1
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An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context
(2013)
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen
An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context
(2013)
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen
Abstract:
This research investigates the impact of the servicescape on the responses of both the customer and the employee within a retail grocery setting and is exploratory in nature. The paper has its theoretical underpinning in servicescape theory (Bitner, 1992; Homburg and Stock, 2004), physical work environment literature (Davis, 1984; Kuenzi and Schminke, 2009) and the Service Profit Chain (SPC) (Heskett et al., 1994). Interviews with grocery retail store managers were carried out to contextualise the paper though the main research instrument is a large-scale survey of customers and employees. The findings suggest that almost 50 per cent of customer satisfaction is explained by the dimensions of service employee quality and this has important implications for retail managers. The findings also highlight that employee servicescape factors affect employee satisfaction, which in turn impacts employee loyalty. These, alongside other key findings, are presented and discussed. Directions for ...
http://mural.maynoothuniversity.ie/6587/
Marked
Mark
An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context
(2012)
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen
An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context
(2012)
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen
Abstract:
This research investigates the impact of the servicescape on the responses of both the customer and the employee within a retail grocery setting and is exploratory in nature. The paper has its theoretical underpinning in servicescape theory (Bitner, 1992; Homburg and Stock, 2004), physical work environment literature (Davis, 1984; Kuenzi and Schminke, 2009) and the Service Profi t Chain (SPC) (Heskett et al., 1994). Interviews with grocery retail store managers were carried out to contextualise the paper though the main research instrument is a large-scale survey of customers and employees. The fi ndings suggest that almost 50 per cent of customer satisfaction is explained by the dimensions of service employee quality and this has important implications for retail managers. The fi ndings also highlight that employee servicescape factors affect employee satisfaction, which in turn impacts employee loyalty. These, alongside other key fi ndings, are presented and discussed. Directions ...
https://arrow.dit.ie/buschacart/16
Marked
Mark
Incorporating Environmental Stimuli into the Service Profit Chain in a Retail Grocery Context: A Structural Equation Modelling Approach.
(2012)
Kearney, Treasa
Incorporating Environmental Stimuli into the Service Profit Chain in a Retail Grocery Context: A Structural Equation Modelling Approach.
(2012)
Kearney, Treasa
Abstract:
Several theoretical contributions are highlighted; firstly that employee environmental stimuli construct contained five sub-factors, these were termed, E-design, E-music, E-lighting, E-olfaction and E-layout. This highlights the complexities of the environmental stimuli for employees. Furthermore this research found a significant direct link between employee environmental stimuli and employee satisfaction. Considering the literature examining the effects of environmental stimuli on employee behaviour is astonishingly scant (Skandrani et al., 2011), this is an important contribution to several literature streams. Secondly, examining a global configuration of the environmental stimuli can provide a fuller framework for understanding and exploring customer and employee behavioural responses. In particular, customer environmental stimuli should be examined as a multidimensional construct, consisting of five sub-factors, Design, Music, Lighting, Olfaction and Layout. In addition, as the ...
https://arrow.dit.ie/busdoc/15
Marked
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Servicescapes: A Review of Contemporary Empirical Research
(2007)
Kearney, Treasa; Kennedy, Aileen; Coughlan, Joseph
Servicescapes: A Review of Contemporary Empirical Research
(2007)
Kearney, Treasa; Kennedy, Aileen; Coughlan, Joseph
Abstract:
This paper reviews forty three extant contemporary empirical servicescape studies conducted in the area. The review is limited to articles which focus on the servicescape as defined by Bitner (1992) and Mehrabian and Russell (1974) Pleasure, Arousal and Dominance (PAD) dimensions from environmental psychology. The publication time frame covers the period from 1980 to 2007. The review observes key patterns and trends within the literature. The content was analysed on the basis of issues such as research variables, methodological approaches, sampling methods, research origin and the theoretical frameworks underpinning the research. The analysis highlights gaps and further research directions that could be taken. These research opportunities include the expansion of research sites to address the paucity of European research which has been fragmentary in nature to date while simultaneously reflecting on the research design and implementation issues highlighted.
https://arrow.dit.ie/buschmarcon/4
Displaying Results 1 - 4 of 4 on page 1 of 1
Bibtex
CSV
EndNote
RefWorks
RIS
XML
Institution
Dublin Institute of Technology (3)
Maynooth University (1)
Item Type
Conference item (1)
Journal article (2)
Other (1)
Peer Review Status
Peer-reviewed (1)
Unknown (3)
Year
2013 (1)
2012 (2)
2007 (1)
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