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http://dx.doi.org/10.5392/JKCA.2012.12.04.390

Influence of Service Environments on Service Quality, Social Interaction, and Emotional Commitment -Moderating Effects of OSL and Social Appropriateness-  

Peng, Peng (충남대학교 경영학과)
Jeong, Yong-Gil (충남대학교 경영학과)
Publication Information
The Journal of the Korea Contents Association / v.12, no.4, 2012 , pp. 390-400 More about this Journal
Abstract
The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together. The results show that the physical factor of servicescape is one of the most important elements that affect "emotional commitment" and under this process; the perceived service quality is performed as a parameter. Besides, the social factor of servicescape, such as the other customer and companion affect can also affect emotional commitment through social interaction. On the other hand, through the analysis of optimum stimulation level and social appropriateness, we found that the higher the social appropriateness, the greater the effect of servicescape. Overall, in order to enhance the customer's emotional commitment, we must build high quality servicescape, meanwhile; the management of other customers and the companion are needed at the same time.
Keywords
Servicescape; Perceived Service Quality; Social Interaction; Optimum Stimulation; Social appropriateness; Emotional Commitment;
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Times Cited By KSCI : 1  (Citation Analysis)
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