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http://dx.doi.org/10.18807/jsrs.2020.10.1.097

The Impact Structure on Co-Creation, Shared Value and Customer Satisfaction of Customer Acceptance for Servicescape: Focusing on Theme Park Service

Ahn, Yeon S. (School of Business, Gachon University)

Publication Information

Journal of Service Research and Studies / v.10, no.1, 2020 , pp. 97-107 More about this Journal

Abstract

The purpose of this study is to demonstrate the effect of customer acceptance of servicescape on customer satisfaction focusing in theme park service. In particular, the degree of usefulness and ease of use perceived for servicescape will ultimately have the impact on customer satisfaction through the process of service co-creation and shared values creation. In order to demonstrate this structural influence relationship, a survey of 247 undergraduate and graduate students taking service management course was conducted. The customer's acceptance of the servicescape affects the co-creation activities of the service. It creates value and contributes to the improvement of satisfaction. Looking at the results of this study in detail, it is necessary to take into consideration the usefulness of the theme park employees' clothes and symbols, etc. in servicescape, and the convenience of the facility itself is important. This servicescape reveals that customers should be comfortable with the use of real-time information on the site and that customer satisfaction can be improved by creating new shared value. This study has been limited to the theme park service which has a large-scale service field and the distribution status of many customers in real time, so it is limited to apply to the other services with detail reinterpreting.

Keywords

Theme park service; Servicescape; Service cocreation; Shared service value; Customer satisfaction;

Citations & Related Records

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