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The effect of the servicescape on customers’ behavioral intentions in leisure service settings

Kirk L. Wakefield (Assistant Professor of Marketing in the Department of Management and Marketing, School of Business Administration, University of Mississippi, USA)

Jeffrey G. Blodgett (Assistant Professor of Marketing in the Department of Management and Marketing, School of Business Administration, University of Mississippi, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 December 1996

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Abstract

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.

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Wakefield, K.L. and Blodgett, J.G. (1996), "The effect of the servicescape on customers’ behavioral intentions in leisure service settings", Journal of Services Marketing, Vol. 10 No. 6, pp. 45-61. https://doi.org/10.1108/08876049610148594

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MCB UP Ltd

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The effect of the servicescape on customers’ behavioral intentions in leisure service settings

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