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An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen
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 future research are also highlighted.
Keyword(s): Retail environment; customer satisfaction; employee satisfaction; Service Profit Chain; work climate
Publication Date:
2013
Type: Journal article
Peer-Reviewed: Yes
Institution: Maynooth University
Citation(s): Kearney, Treasa and Coughlan, Joseph and Kennedy, Aileen (2013) An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context. Irish Journal of Management, 32 (2). pp. 71-91. ISSN 1649-248X
Publisher(s): Irish Academy of Management
File Format(s): other
Related Link(s): http://mural.maynoothuniversity.ie/6587/1/JC-Servicescape.pdf
First Indexed: 2020-04-02 06:42:58 Last Updated: 2020-04-02 06:42:58