An expanded servicescape perspective

By M. Rosenbaum, Carolyn Massiah. 2011

581 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/03579456fcb4604e999ace1192e4670e16013d90

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Citations in the corpus

Customer experience challenges: bringing together digital, physical and social realms (2018, background): “B ol to n A t 0 8: 23 2 0 Se pt em be r 20 18 ( PT ) can influence customers’ “approach or avoid decisions” thereby influencing organizational outcomes (e.g. customer acquisition) and customer outcomes, such as their attachment to a service place or environment (Rosenbaum and Massiah, 2011).”
An Expanded Servicescape Framework as the Driver of Place Attachment and Word of Mouth (2018, methodology): “By integrating the social dimension of the servicescape with its more well-established counterpart, this research can be seen as an empirical move toward the expanded servicescape perspective advocated by Rosenbaum and Massiah (2011).”
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “…(2015) Organizational perspective Servicescape: Bitner (1990), Bitner et al. (1990), Bitner (1992), Aubert-Gamet and Cova (1999), Grewal et al. (2009), Rosenbaum and Massiah (2011) Stuart and Tax (2004), Stuart (2006), Patrı́cio et al. (2008), Zomerdijk and Voss (2010), Dhebar (2013), Tax et…”
Social interactions and intentions to revisit for agritourism service encounters (2014, background): “However, many servicescape researchers have increasingly moved beyond a consumption setting’s physical dimension to less palpable dimensions, including social dimensions which are also housed within the servicescape (Hightower, 2010; Rosenbaum & Massiah, 2011; Tombs & McColl-Kennedy, 2003).”
Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions (2015, methodology): “Based on the recent conceptual framework from Rosenbaum and Massiah (2011), this study includes four social factors: service workers, other customers, social crowding, and rapport.”