Tuesday, 28 February 2017

Mind mapping the topic of servicescape

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 visitorsquality 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.



Bibliography
1.      Breazeale, M. and N. Ponder. 2013. “Get the picture? Visual servicescapes and self-image congruity” Journal of Business Research 66, Elsevier: 839-846.
2.      Clarke, I. and R.A. Schmidt. 1995. “Beyond the servicescape: The experience of place” Journal of Retailing and Consumer Services 2(3), Elsevier: 149-162.
3.      Cockrill, A., M. Goode and D. Emberson. 2008. “Servicescape matters – or does it? The special case of betting shops” Marketing Intelligence & Planning 26(2), Emerald: 189-206.
4.      Dong, P. and N.Y.M. Siu. 2013. “Servicescape elements, customer predispositions and service experience: The case of theme park visitors” Tourism Management 36, Elsevier: 541-551.
5.      Ho, J.K.K. 2016. Mind mapping for literature review – a ebook, Joseph KK Ho publication folder October 7 (url address: http://josephkkho.blogspot.hk/2016/10/mind-mapping-for-literature-review-ebook.html).
6.      Kwon, R.H., K.J. Kim, K.H. Kim, Y.S. Hong and B.Y. Kim. 2015. “Evaluating servicescape design using a VR-based laboratory experiment: A case of a Duty-free Shop”
7.      Lin, I.Y. 2004. “Evaluating a servicescape: the effect of cognition and emotion” International Journal of Hospitality Management 23, Elsevier: 163-178.
8.      Literature 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).



[1] There is no sub-theme generated in this analysis on servicescape.

1 comment:

  1. Pdf version at: https://www.academia.edu/31643981/Mind_mapping_the_topic_of_servicescape

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