Mind mapping the topic of servicescape
Joseph Kim-keung Ho
Independent
Trainer
Hong
Kong, China
Abstract: The topic of
servicescape is a main one in Business Management. This article makes use of
the mind mapping-based literature review (MMBLR) approach to render an image on
the knowledge structure of servicescape. The finding of the review exercise is
that its knowledge structure comprises four main themes, i.e., (a) Descriptions
of basic concepts and information (b) Major underlying theories and thinking,
(c) Main research topics and issues, and (d) Major trends and issues related to
practices. There is also a set of key concepts identified from
the servicescape literature review. The article offers some academic and
pedagogical values on the topics of servicescape, literature review and the
mind mapping-based literature review (MMBLR) approach.
Key words: Servicescape, literature review, mind
map, the mind mapping-based literature review (MMBLR) approach
Introduction
Servicescape
is a main topic in Business Management. It is of academic and pedagogical
interest to the writer who has been a lecturer on Business Management for some
tertiary education centres in Hong Kong. In this article, the writer presents
his literature review findings on servicescape using the mind mapping-based
literature review (MMBLR) approach. This approach was proposed by this writer
in 2016 and has been employed to review the literature on a number of topics,
such as supply chain management, strategic management accounting and customer
relationship management (Ho, 2016). The MMBLR approach itself is not
particularly novel as mind mapping has been employed in literature review since
its inception. The overall aims of this exercise are to:
1.
Render an image of the knowledge structure of
servicescape via the application of the MMBLR approach;
2.
Illustrate how the MMBLR approach can be
applied in literature review on an academic topic, such as servicescape.
The findings from this literature review
exercise offer academic and pedagogical values to those who are interested in
the topics of servicescape, literature review and the MMBLR approach. Other
than that, this exercise facilitates this writer’s intellectual learning on
these three topics. The next section makes a brief introduction on the MMBLR
approach. After that, an account of how it is applied to study servicescape is
presented.
On the mind
mapping-based literature review approach
The mind mapping-based literature review
(MMBLR) approach was developed by this writer in 2016 (Ho, 2016). It makes use
of mind mapping as a complementary literature review exercise (see the Literature on mind mapping Facebook page
and the Literature on literature review
Facebook page). The approach is made up of two steps. Step 1 is a thematic
analysis on the literature of the topic chosen for study. Step 2 makes use of
the findings from step 1 to produce a complementary mind map. The MMBLR
approach is a relatively straightforward and brief exercise. The approach is
not particularly original since the idea of using mind maps in literature
review has been well recognized in the mind mapping literature. The MMBLR
approach is also an interpretive exercise in the sense that different reviewers
with different research interest and intellectual background inevitably will
select different ideas, facts and findings in their thematic analysis (i.e.,
step 1 of the MMBLR approach). To conduct the approach, the reviewer needs to
perform a literature search beforehand. Apparently, what a reviewer gathers
from a literature search depends on what library facility, including e-library,
is available to the reviewer. The next section presents the findings from the
MMBLR approach step 1; afterward, a companion mind map is provided based on the
MMBLR approach step 1 findings.
Mind
mapping-based literature review on servicescape: step 1 findings
Step 1 of the MMBLR approach is a thematic analysis on
the literature of the topic under investigation (Ho, 2016). In our case, this
is the servicescape topic. The writer gathers some academic articles from some
universities’ e-libraries as well as via the Google Scholar. With the academic
articles collected, the writer conducted a literature review on them to
assemble a set of ideas, viewpoints, concepts and findings (called points
here). The points from the servicescape literature are then grouped into four
themes here. The key words in the quotations are bolded in order to highlight
the key concepts involved.
Theme
1: Descriptions of basic concepts and information
Point 1.1.
“A
servicescape can be viewed as the frozen potential of a consumptionscape which is unleashed
when consumers “twist” the resources of its built environment for their own
purposes” (Venkatraman and Nelson, 2008);
Point 1.2.
“...a
servicescape represents a
consumption setting’s built (i.e. manufactured, physical), social (i.e. human),
socially symbolic, and natural (environments) dimensions that affect both
consumers and employees in service organizations” (Rosenbaum
and Massiah, 2011);
Point 1.3.
“Servicescape refers to the physical surroundings that influence the behaviours of customers and
employees in service organizations ... Servicescape provides tangible cues to
assist customers in accomplishing their tasks during their shopping experience”
(Kwon, Kim, Kim, Hong and Kim,
2015);
Point 1.4.
“Servicescapes are sites for
commercial exchanges and are produced with attention to both substantive and
communicative staging” (Dong
and Siu, 2013);
Point 1.5.
“...a
servicescape is not purely the
actual building, but includes issues such as temperature, music, colour and
other factors which contribute to the ambience” (Cockrill, Goode and Emberson, 2008);
Point 1.6.
“Rosenbaum
and Montoya ... conceptualize a “social
servicescape” as comprising customer and employee elements that are
encapsulated in a consumption setting, and Edvardsson et al. .. suggest that three social elements – customer placement,
customer involvement, and interaction with employees – each represent a social
dimension that influences a customer’s experience in a service setting” (Rosenbaum
and Massiah, 2011);
Point 1.7.
“....an e-servicescape as the online physical
factors that exist in the moment of service delivery which may affect customer
satisfaction. An e-servicescape consists of three sub-dimensions, namely
aesthetic appeal, layout and functionality, and financial security” (Wu, Quyen and Rivas,
2016);
Point 1.8.
“A symbolic servicescape is
defined as signs, symbols, objects and artefacts contained within a consumption setting that possess a
common interpretation among consumers belonging to a specific ethnic group.
These symbols serve to evoke similar sensations of history or utopia, danger or
security, identity or memory among ethnic group members, and either encourage
or hinder their desire to approach a consumption setting” (Rosenbaum, 2005);
Point 1.9.
“.... signs,
symbols and artefacts... can be explicit or implicit signals, which give
clues to certain elements of the service ..... Explicit signals are signs that
are displayed either on the exterior or interior of the service
environment..... Implicit signs are less obvious but common” (Cockrill, Goode and
Emberson, 2008);
Theme 2: Major underlying theories
and thinking
Point 2.1.
“Consumers
transform it [servicescape] into a consumptionscape
when they act on and “twist” its resources to achieve their own purposes”
(Venkatraman and Nelson, 2008);
Point 2.2.
“The furnishings in a servicescape link the space with its occupants and
convey the personality of the servicescape through form, line, color, texture,
and scale. The furniture placement may convey a sense of enclosure, define
spatial movement, function as walls, and communicate visible or invisible
boundaries” (Lin,
2004);
Point 2.3.
“...
not only do
consumers prefer to be served in their own language,
but also language used in the service encounter has emotional connotations that
go beyond communicating mere facts” (Touchstone, Koslow, Shamdasani and D’Alesssandro, 2017);
Point 2.4.
“...visitors may seek to extend the experience after leaving the
service setting. Experience extension
refers to visitors’ efforts to share the perceived affective and/or cognitive benefits from the experience, often by telling their friends” (Dong and Siu, 2013);
Point 2.5.
“A servicescape’s substantive staging
refers to the physical creations of the service environment.... Communicative staging of the
servicescape refers to how the service environment is presented and
interpreted” (Dong and
Siu, 2013);
Point 2.6.
“Bitner
(1992) indicates that signs, symbols,
and artifacts represent an integral servicescape dimension. Here, Bitner
conceptualizes this dimension in terms of commonly employed “general” signs
(e.g. company and department signs, directional signs) and architectural
designs (e.g. Italian and Mexican de´cor) that customers and employees tend to
interpret in the same way” (Rosenbaum and Massiah, 2011);
Point 2.7.
“Bitner conceptualized the existence of three types of objective, physical, and measureable
stimuli that constitute a servicescape. These stimuli are characterized as
being organizationally controllable and
able to enhance or constrain employee and customer approach/avoidance decisions
and to facilitate or hinder employee/customer social interaction.... Bitner
consolidated these environmental stimuli into three dimensions: (1) ambient
conditions; (2) spatial layout and functionality; and (3) signs, symbols, and
artifacts” (Rosenbaum and Massiah, 2011);
Point 2.8.
“Designing
the service environment
is an art that takes considerable time and effort and can be expensive to
implement specially for organizations delivering high contact services like
shopping malls and retail stores because servicescape could support positioning
and segmentation strategies, secure strategic advantage and so enhance
strategic marketing objectives” (Siddiqui
and Tripathi, 2011);
Point 2.9.
“Mehrabian and Russell
.... note, ‘‘A person’s
feeling at any time can be characterized by the three dimensions in our
framework (e.g., pleasure, arousal, dominance)’’...” (Lin, 2004);
Point 2.10.
“Results indicated that general
communication was more likely to occur in bright environments, whereas more
intimate conversation occurred in softer light”
(Lin, 2004);
Point 2.11.
“Studies on music
and consumer behavior have demonstrated that music can be used as an effective
tool to minimize the negative consequences of waiting in any service operation
.... Music can also be a positive auditory cue stimulating specific consumer
behaviors and emotions” (Lin,
2004);
Point 2.12.
“...
the lure of an ethnically welcoming
establishment may not be product or service consumption per se, but rather a congruency between ethnic identity and the built
environment” (Rosenbaum,
2005);
Point 2.13.
“An e-servicescape can stimulate customer feelings and perceptions
toward a website, and thus impact purchase intention” (Wu, Quyen and Rivas,
2016);
Point 2.14.
“Fantastic imaginary
orientation refers to a customer’s propensity to fantasize during consumption. For instance, a
customer visiting a film studio theme park may
construct vivid mental images related to various films the park suggests” (Dong and Siu, 2013);
Point 2.15.
“Five servicescape factors that parallel the primary elements of interior
layout and design as suggested by Baker et al. ..., Bitner ... and
Brauer ... are layout accessibility, facility aesthetics, seating comfort,
facility cleanliness, and electronic equipment and displays” (Wakefield and Blodgett, 1996);
Point 2.16.
“Reimer and Kuehn ... have shown that the servicescape is of greater
importance in determining visitors’ quality evaluations of a hedonic service
compared with a utilitarian service” (Dong and Siu, 2013);
Point 2.17.
“The
physical dimension is the easiest
for managers to comprehend because it encompasses manufactured, observable, or
measurable stimuli that are controllable by the firm to enhance (or constrain)
employee and customer actions ....For example, ambient conditions represent
background environmental stimuli, or atmospherics ..., that affect human
sensations” (Rosenbaum and Massiah, 2011);
Point 2.18.
“There
is continuous change, day-by-day and hour-by-hour, in how the servicescape is
interpreted due to what Rosenbaum and Massiah ... refer to as social
density. These changes are most easily recognized
in settings subject to periodic crowding, such as a shopping mall, an airport
or a hotel check-in lobby” (Nilsson and Ballantyne, 2014);
Point 2.19.
“While multiple elements
combine to create retail atmosphere (e.g., sounds, scents, crowding, haptic
sensations), the visual element is
the most diagnostic for consumers because visual stimuli are immediately
accessible” (Breazeale and
Ponder, 2013);
Point 2.20.
“...as service employees
serve as the major channel for communication with visitors, they play an
important role in customers’ evaluations of service performance .... Both their behavior (i.e.
being customer oriented and credible) and their image (their competence and
physical attractiveness) can influence visitors’ perceptions” (Dong and Siu, 2013);
Theme 3: Main research topics and
issues
Point 3.1.
“Do consumers first think or
feel when they enter a servicescape? Over the years, an immense literature
has developed on emotion and cognition. Researchers have argued from both
perspectives; some researchers argue that cognitive states precede emotional
states ...., while others argue that emotional states precede cognitive states
during the process of evaluation or appraisal .... The debate remains
unresolved” (Lin,
2004);
Point 3.2.
“In
a service where there is a considerable element of environmental richness or diversity, either embedded as a subsystem
of the overall servuction system or external to, but interacting with, the servuction
system, a relatively narrow and exclusive focus on the management of the
artificially created aspects of the servicescape during the individual service
encounter becomes increasingly less tenable” (Clarke and Schmidt, 1995);
Point 3.3.
“Bagozzi
... noted that most marketplace
exchanges are mixed exchanges, in which consumers fulfill not only their
utilitarian needs but also their social and psychological needs. Thus, customer
approach/avoidance decisions are influenced not only by physical stimuli but
also by social, humanistic stimuli” (Rosenbaum and Massiah, 2011);
Point 3.4.
“Many prior studies of the effects
of servicescapes have ignored the cognitive
processes, and have examined the effects of environmental stimuli directly
on individuals’ emotional responses and behaviours” (Lin, 2004);
Point 3.5.
“Recognizing
that people experience an environment holistically, her work none-the-less
decomposed the servicescape into three dimensions:
ambient conditions; space and function; and signs, symbols, and artifacts.
Based on the Stimulus-Organism-Response (S-O-R) theory in environmental
psychology, Bitner developed a framework and an inventory of propositions for
understanding the impact of the built environment on employees, customers, and
their interactions” (Venkatraman and Nelson, 2008);
Point 3.6.
“The
existing literature provides a thorough insight into issues pertaining to the
management of narrowly defined servicescapes, created for the purpose of
facilitating the individual service encounter..... this is insufficient for the
study of the environmental
encounter/service encounter interface in the context of services
deliberately designed to support or symbiotically interact with external
environmental configurations, both artificial and natural” (Clarke and
Schmidt, 1995);
Point 3.7.
“...more
recent literature suggests that it may be useful to include social aspects in the concept of
servicescape, since the presence of other customers can influence the customer
behaviour ... Customers play both an active and a passive role in the service environment”
(Cockrill,
Goode and Emberson, 2008);
Point 3.8.
“A general experience
with the process of going online has been widely recognized as an important
enabler of online shopping, especially for tangible .... Online shopping experience is the result of previous purchases that
customers have made ..., and it is expected that this will influence customers’
future purchase intentions” (Wu, Quyen and Rivas, 2016);
Point 3.9.
“A
knowledge of target customers and their likely emotional states and expectations is of prime importance in
designing a suitable service environment” (Clarke and Schmidt, 1995);
Point 3.10.
“Although
Bitner’s ... servicescape framework remains
invaluable to marketers, it contains a possible shortcoming. Namely, the
servicescape framework originates from research conducted in environmental
psychology .., which itself emulates from ecology and is the source of
theoretical weakness” (Rosenbaum and Massiah, 2011);
Point 3.11.
“Although
studies have provided evidence that characteristics of the physical environment
(servicescape) affect employees’ attitudes (e.g., job satisfaction), these
studies were limited in the scope of the
characteristics they examined. Furthermore, they did not delineate the
processes through which (a) the servicescape affects the attitudes and (b) the
attitudes generate outcomes beneficial to service firms” (Parish, Berry and Lam,
2008);
Point 3.12.
“As
a first step in developing our understanding of the significance of the environmental encounter, and in
isolating some of its principal attributes, it is worthwhile examining the work
of geographers, psychologists and sociologists, who have a longstanding
tradition of exploring the emotional and cognitive perspective of human
interaction with natural and artificially created environments, offering an
in-depth insight into people’s long-term
relationship with ‘place’...” (Clarke and Schmidt, 1995);
Point 3.13.
“Bitner
postulated that a customer’s ethnicity
could moderate his or her internal response to a servicescape’s signs, symbols,
and artifacts. For example, an American traveling in Europe may view a
McDonald’s logo with nostalgia and want to approach the firm” (Rosenbaum
and Massiah, 2011);
Point 3.14.
“Consumption experience is subjectively
felt and individually experienced and can only be credibly reported by
informants who are in the setting .... This made it incumbent for us to use an
emic perspective or the actor’s reporting of the experience rather than impose
our understanding on the phenomena. Consequently, we had informants take
photographs of their experience as it was happening and later used these
photographs as probes in depth interviews” (Venkatraman and Nelson, 2008);
Point 3.15.
“Environmental psychologists have argued
that people respond to their environment holistically, rather than to
individual stimuli. Therefore, the reaction to the overall environment is more
than a sum of its individual stimuli” (Cockrill, Goode and Emberson, 2008);
Point 3.16.
“Environmental psychology suggests that individuals react to
places with two general, and opposite, forms of behaviour: approach and
avoidance .... Approach behaviours
include a desire to stay in that particular place, and avoidance behaviours would include a desire to leave that
particular place” (Cockrill, Goode and Emberson, 2008);
Point 3.17.
“Literature
shows that customers tend to have a more satisfactory
shopping experience when the store makes it easy for them to locate the
products that they are searching for, when the layout of the store is logical,
and when sufficient signs are
available” (Kwon, Kim, Kim, Hong
and Kim, 2015);
Point 3.18.
“Overall,
the servicescape literature tends to take a more holistic view of the built environment and is given to broad
categorizations like physical cues, people, and processes ...., while the atmospherics research is concerned with
detail, carefully categorizing the multitude of variables that make up the
built environment into external, general interior, layout and design, point-of
purchase and decoration variables, and human variables” (Venkatraman and
Nelson, 2008);
Point 3.19.
“Service
environments are
complex and have many design elements. In particular, if we consider design
elements of a shopping mall/retail store service environment, then major
dimensions will be exterior facilities, general interior, interior displays and
social dimensions (attitude, behavior of staff etc) .... There is a need for
cross functional co-operation in decision making about service environment” (Siddiqui and Tripathi, 2011);
Point 3.20.
“Some visitors do not want to be mere passive observers, but want
to help generate their own favorable
service experience. Current research in services marketing argues that consumers and producers are
intertwined in the co-creation of value”
(Dong and Siu, 2013);
Point 3.21.
“The concept
of a servicescape was first developed by Booms and Bitner .... in their seminal
paper. They defined “servicescape” as “the environment in which the service is
assembled and in which seller and consumer interact, combined with tangible
commodities that facilitate performance or communication of the service” ....
Since, then, a large body of literature has been developed around this concept.
Most of these studies maintain that the quality
of the servicescape influences consumer behaviour” (Cockrill, Goode and
Emberson, 2008);
Point 3.22.
“we
have applied selective mixing of two
Soft OR methodologies SSM [soft systems methodology] and SCA [strategic choice
approach] for enhancing servicescapes as a facilitator because this mixing
can enhance and enrich the process of strategic decision making in these types
of problems” (Siddiqui and
Tripathi, 2011);
Point 3.23.
“A
theme that arose among homosexual informants was that they patronised gayowned
or gay-friendly establishments because they represented places where they could
congregate comfortably” (Rosenbaum,
2005);
Point 3.24.
“Berry, Wall, and Carbone ... proposed to measure the quality of a servicescape using clues
embedded in visitors’ experiences with its service systems. Berry et al. ... have explained how a
service system can be categorized as containing such functional, mechanical or
human clues” (Dong and
Siu, 2013);
Point 3.25.
“Researchers have made
many efforts to build up and develop a range of concepts to examine the nature
and effects of online physical
environments ..., particularly with regard to the construct of e-servicescapes. Nevertheless, to date,
the understanding of e-servicescape attributes remains unclear due to the
limited empirical evidence that has been obtained” (Wu, Quyen and Rivas,
2016);
Point 3.26.
“S-D [service-dominant]
logic understands value as a judgement by service beneficiaries
who with various resource integrators apply knowledge and skilfulness (operant resources) to the task of changing or adapting
“static” materials (operand
resources) for customer
use .... It is not acknowledged in the literature, but, clearly, a servicescape
is an operand resource in this sense” (Nilsson and Ballantyne, 2014);
Point 3.27.
“The servicescape
framework was designed to bridge the gap between marketing and
environmental psychology by offering an explanation regarding how consumers
formulate approach/avoidance decisions via physical environmental stimuli” (Rosenbaum, 2005);
Point 3.28.
“The
term “atmospherics” is credited to
Kotler who focused on understanding the impact of built retail environments on
buying behavior .... “Atmospherics” is the conscious design of buying
environments “to produce specific emotional effects in the buyer that enhance
his (sic) purchase probability”. Kotler argues that management should bring the
resources of three art forms: architecture, interior design, and window
dressing, to bear on the design of built environments” (Venkatraman and Nelson,
2008);
Theme 4: Major trends and issues
related to practices
Point 4.1.
“....since the hospitality
industry provides a high degree of intangible product levels like services,
consumers are likely to use tangible aspects like appearances to make judgments
and evaluations. Servicescapes, in this case, are not only an important
component of a customer’s impression formation, but also an important source of
evidence in the overall evaluation of the servicescape itself and the service
organization in general” (Lin,
2004);
Point 4.2.
“....some
service organizations may purposefully employ signs, symbols, and artifacts
that are laden with socio-collective
meanings to influence approach behaviours among groups of customers with a
unique ethnic, sub-cultural, or marginalized societal status” (Rosenbaum
and Massiah, 2011);
Point 4.3.
“Individuals’
perceptions of a hotel lobby tend to
include not only the front desk, but also many other elements such as the
employees and customers, the lighting, floors, furniture, artwork, and color of
the walls. The lobby is evaluated by including sensory inputs such as music and scents. All these elements
contribute to the formation of customers’ image of the lobby” (Lin,
2004);
Point 4.4.
“... management of the physical setting is a resource that many organizations
barely tap, and it is often considered less important than other motivational
variables, such as pay and supervisor support” (Parish, Berry and Lam, 2008);
Point 4.5.
“How
does a Western, high-end, unique
servicescape like Starbucks impact local consumption tastes, practices, and
lifestyles when it enters a new market? Some might argue that like other global
servicescapes before it (e.g. McDonald’s); Starbucks will become the agent for
the imposition of standardized codes of practice and behavior that undermine
local voices, practices, and lifestyles and the very nature of local
consumption cultures” (Venkatraman and Nelson, 2008);
Point 4.6.
“Leisure services (such as amusement
parks, water slide parks, concert halls, theaters, recreation or health clubs,
hotels, resorts, cruises, and sporting events, etc.) .... generally require
customers to spend extended periods of time in the physical surroundings of the
service provider ..... In such cases, the perceived quality of the servicescape
may play an important role in determining whether or not consumers are
satisfied, which in turn influences how long they desire to stay in the
facility (and hence how much money they will spend) and whether or not they
intend to repatronize the leisure service provider” (Wakefield and Blodgett, 1996);
Point 4.7.
“Scents can influence a
consumer’s desire to make a purchase; for instance, they can increase a
bakery’s sales by as much as 300%” (Lin, 2004);
Point 4.8.
“The ability of
the physical environment to
influence customer behaviour, and contribute to the development of brand image, is apparent for
traditional service businesses such as banks, retail stores, hospitals and
restaurants” (Nilsson and Ballantyne, 2014);
Point 4.9.
“The exponential
growth of the Internet and social media
is shifting the place
for business more and
more to a virtual market space, making interactions between customer and
supplier firm complex in new ways. Meanwhile, the physical store concept has evolved during the past decades to
accommodate retro-traditional marketplaces (e.g. farmers’ markets) on the one
hand, and mega clusters of competing retail stores, professional chambers,
hair-care shops along with the micro-placement of product assortments on the
other hand” (Nilsson and Ballantyne, 2014);
Point 4.10.
“...customers
and indeed staff may not always be attentive to how the servicescape design
impacts their sense of well-being” (Nilsson and
Ballantyne, 2014);
Point 4.11.
“Customers
may initially patronize the establishment [for leisure service] because of
their interest in the primary service
offering, but may not return if they are not satisfied with the physical
surroundings of the leisure setting” (Wakefield and Blodgett,
1996);
Each of the four themes has a set of
associated points (i.e., idea, viewpoints, concepts and findings). Together
they provide an organized way to comprehend the knowledge structure of the
servicescape topic. The bolded key words in the quotation reveal, based on the
writer’s intellectual judgement, the key concepts examined in the servicescape
literature. The referencing indicated on the points identified informs the
readers where to find the academic articles to learn more about the details on
these points. Readers are also referred to the Literature on servicescape Facebook page for additional information
on this topic. The process of conducting the thematic analysis is an
exploratory as well as synthetic learning endeavour on the topic’s literature.
Once the structure of the themes, sub-themes[1]
and their associated points are finalized, the reviewer is in a position to
move forward to step 2 of the MMBLR approach. The MMBLR approach step 2
finding, i.e., a companion mind map on servicescape, is presented in the next
section.
Mind
mapping-based literature review on servicescape: step 2 (mind mapping) output
By adopting the findings from the MMBLR
approach step 1 on servicescape, the writer constructs a companion mind map
shown as Figure 1.
Referring to the mind map on servicescape,
the topic label is shown right at the centre of the map as a large blob. Four
main branches are attached to it, corresponding to the four themes identified
in the thematic analysis. The links and ending nodes with key phrases represent
the points from the thematic analysis. The key phrases have also been bolded in
the quotations provided in the thematic analysis. As a whole, the mind map
renders an image of the knowledge structure on servicescape based on the
thematic analysis findings. Constructing the mind map is part of the learning
process on literature review. The mind mapping process is speedy and
entertaining. The resultant mind map also serves as a useful presentation and
teaching material. This mind mapping understanding confirms the writer’s
previous experience using on the MMBLR approach (Ho, 2016). Readers are also
referred to the Literature on literature
review Facebook page and the Literature
on mind mapping Facebook page for additional information on these two
topics.
Concluding
remarks
The MMBLR approach to study servicescape
provided here is mainly for its practice illustration as its procedures have
been refined via a number of its employment on an array of topics (Ho, 2016).
No major additional MMBLR steps nor notions have been introduced in this
article. In this respect, the exercise reported here primarily offers some
pedagogical value as well as some systematic and stimulated learning on
servicescape in the field of Business Management. Nevertheless, the thematic
findings and the image of the knowledge structure on servicescape in the form
of a mind map should also be of academic value to those who research on this
topic.
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on literature review Facebook page, maintained by Joseph,
K.K. Ho (url address: https://www.facebook.com/literature.literaturereview/).
9.
Literature
on mind mapping Facebook page, maintained by Joseph, K.K.
Ho (url address: https://www.facebook.com/literature.mind.mapping/).
10. Literature
on servicescape Facebook page,
maintained by Joseph, K.K. Ho (url address: https://www.facebook.com/Literature-on-servicescape-296128337410260/).
11. Nilsson, E. and D.
Ballantyne. 2014. “Reexamining the place of servicescape in marketing: a
service-dominant logic perspective” Journal
of Services Marketing 28(5), Emerald: 374-379.
12. Parish, J.T., L.L. Berry
and S.Y. Lam. 2008. “The Effect of the Servicescape on Service Workers” Journal of Service Research 10(3)
February, Sage: 220-238.
13. Rosenbaum, M.S. 2005. “The
symbolic servicescape: Your kind is welcome here” Journal of Consumer Behaviour 4(4) Wiley: 257-267.
14. Rosenbaum,
M.S. and C. Massiah. 2011. “An expanded servicescape perspective” Journal of Service Management 22(4),
Emerald: 471-490.
15. Siddiqui, M.H. and S.N. Tripathi. 2011.
“Application of soft operations research for enhancing the servicescape as a
facilitator” Vikalpa 36(1) January,
Sage: 33-49.
16. Touchstone, E.E., S. Koslow, P.N.
Shamdasani and S. D’Alesssandro. 2017. “The linguistic servicescape: Speaking
their language may not be enough” Journal
of Business Research 72, Elsevier: 147-157.
17. Venkatraman, M. and T. Nelson.
2008. “From servicescape to consumptionscape: a photo-elicitation study of
Starbucks in the New China” Journal of
International Business Studies 39(6) September: 1010-1026.
18. Wakefield, K.L. and J.G. Blodgett. 1996. “The effect of the servicescape on
customers’ behavioural intentions in leisure service settings” The Journal of Services Marketing 10(6),
MCB University Press: 45-61.
19. Wu, W.Y., P.T.P. Quyen
and A.A.A. Rivas. 2016. “How e-servicescapes affect customer online shopping
intention: the moderating effects of gender and online purchasing experience” Inf Syst E-Bus Manage June 18 published
online, Springer (DOI
10.1007/s10257-016-0323-x).
