Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
The Effect of In-Flight Physical and Social Servicescape on a Customer’s Perceived Value, Satisfaction and Loyalty
- Journal of Tourism Sciences
- Abbr : JTS
- 2016, 40(7), pp.105-130
- DOI : 10.17086/JTS.2016.40.7.105.130
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
김현경 1, Hye-Jin Cho 2, Chul Jeong 1
1한양대학교
2대한항공
Accredited
ABSTRACT
This study examines the impact of the in-flight environment on customers’ service evaluations, based on the servicescape concept. A holistic approach embracing both physical and social aspects of the in-flight servicescape is needed. This is because the impact of the physical and social environment on a customer is powerful in explaining in-flight experience. This study investigates the relationship between the physical and social servicescape, perceived value, satisfaction and loyalty. The study results were obtained from a survey, using data collected from 206 respondents who had flight experience. The results showed that the physical and social servicescape had significant effects on three dimensions of perceived value. More importantly, the physical servicescape had a stronger impact than that of the social servicescape. These findings suggest important managerial implications with empirical evidence for building an effective marketing strategy based on a deeper understanding of in-flight environmental cues. These are key elements in business management throughout the airline industry.
Statistics
-
947 Viewed
-
305 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김화진
/ 2012
/
Relationships among Servicescape, Customer Satisfaction, Trust and Loyalty - focused on Airline Service -
/ 관광연구
/ 대한관광경영학회
27(4)
: 181~200
[journal]
류기상
/ 2015
/
The Impact of In-flight Physical Environments on Behavioral Intentions: Focusing on the Luxury Flight
/ 관광학연구
/ 한국관광학회
39(4)
: 39~57
[journal]
유광민
/ 2014
/
Servicescape and Its Impact on Perceived Value and Satisfaction in a Camping Site
/ 관광학연구
/ 한국관광학회
38(10)
: 33~56
[journal]
유광민
/ 2013
/
Extension of the Concept of Servicescape
/ 관광연구논총
/ 관광연구소
25(1)
: 125~143
[journal]
전형진
/ 2011
/
An Effect of Perceived Value of Package Tour Product on Satisfaction and Behavioral Intention
/ 관광학연구
/ 한국관광학회
35(7)
: 275~297
[journal]
정미화
/ 2016
/
Effects of Coffee Shop Servicescape on the Emotional Reaction and Behavioral Intention of Customers and the Moderating Effect of Background Music
/ 관광학연구
/ 한국관광학회
40(4)
: 69~86
[journal]
정승훈
/ 2010
/
The Relationships between Servicescape, Satisfaction, and Post-Visit Attitude among Chinese Visitors to Korea Pavilion at the 2010 Shanghai EXPO
/ 관광학연구
/ 한국관광학회
34(8)
: 143~166
[journal]
최일선
/ 2011
/
An Analysis on the Relationship among Hae-Rang Rail Cruise Users' Benefit Sought, Perceived Value, Satisfaction and Loyalty
/ 관광학연구
/ 한국관광학회
35(9)
: 113~137
[journal]
현경석
/ 2009
/
The Influence of Hotel Service's Physical Environment on Customer Value and Behavioral Intention
/ 관광학연구
/ 한국관광학회
33(2)
: 327~347
[journal]
Anderson, E.
/ 2004
/ Customer satisfaction and shareholder value
/ Journal of Marketing
68(4)
: 172~185
[journal]
Areni, C.
/ 2003
/ Exploring managers’ implicit theories of atmospheric music : Comparing academic analysis to industry insight
/ Journal of Service Marketing
17(2)
: 161~184
[journal]
Bagozzi, R.
/ 1988
/ On the evaluation of structural equation models
/ Journal of the Academy of Marketing Science
16(1)
: 74~94
[journal]
Baker, J.
/ 1986
/ The role of the environment in marketing service : The consumer perspective in the services challenge
/ American Marketing Association
1(1)
: 79~84
[journal]
Baker, J.
/ 1994
/ The influence of store environment on quality inferences and store image
/ Journal of the Academy of Marketing Science
22(4)
: 328~339
[journal]
Ballantyne, D.
/ 2006
/ Creating value-in-use through marketing interaction : The exchange logic of relating, communicating and knowing
/ Marketing Theory
6(3)
: 335~348
[journal]
Berry, L.
/ 2000
/ Cultivating service brand equity
/ Journal of the Academy of Marketing Science
28(1)
: 128~137
[journal]
Berry, L.
/ 2002
/ Managing the total customer experien ce
/ M IT S loan M an agemen t Review
43(3)
: 85~89
[journal]
Bitner, M.
/ 1990
/ Evaluating service encounters : The effects of physical surrounding and employee responses
/ Journal of Marketing
54(2)
: 69~81
[journal]
Bitner, M.
/ 1992
/ Servicescapes : The impact of physical surroundings on customers and employees
/ Journal of Marketing
56(4)
: 57~71
[journal]
Bolton, R.
/ 1991
/ A multistage model of customers’ assessments of service quality and value
/ Journal of Consumer Research
17(4)
: 375~384
[journal]
Brady, M.
/ 2001
/ Some new thought on conceptualizing perceived service quality : A hierarchical approach
/ Journal of Marketing
65(3)
: 34~49
[journal]
Bramwell, B.
/ 1998
/ User satisfaction and product development in urban tourism
/ Tourism Management
19(1)
: 35~47
[journal]
Brocato, E.
/ 2012
/ Understanding the influence of cues from other customers in the service experience : A scale development and validation
/ Journal of Retailing
88(3)
: 384~398
[journal]
Chang, T.
/ 1994
/ Price, product information, and purchase intention : An empirical study
/ Journal of the Academy of Marketing Science
22(1)
: 16~27
[journal]
Cravens, D.
/ 1988
/ Marketing’s role in product and service quality
/ Industrial Marketing Management
17(4)
: 285~304
[journal]
Dodds, W.
/ 1991
/ Effects of price, brand, and store information on buyers’ product evaluations
/ Journal of Marketing Research
28(3)
: 307~319
[journal]
Dolnicar, S.
/ 2011
/ Key drivers of airline loyalty
/ Tourism Management
32(5)
: 1020~1026
[journal]
Evanschitzky, H.
/ 2006
/ An examination of moderator effects in the four-stage loyalty model
/ Journal of Service Research
8(4)
: 330~345
[journal]
Ferber, R.
/ 1973
/ Consumer economics, a survey
/ Journal of Economic Literature
11(4)
: 1303~1342
[journal]
Fernandes, T.
/ 2014
/ The role of servicescape as a driver of customer value in experience-centric service organizations : The dragon football stadium case
/ Journal of Strategic Marketing
22(6)
: 548~560
[journal]
Flavian, C.
/ 2001
/ Loyalty to grocery stores in the Spanish market of the 1990s
/ Journal of Retailing and Consumer Services
8(2)
: 85~93
[journal]
Fornell, C.
/ 1981
/ Evaluating structural equation models with unobservable variables and measurement error
/ Journal of Marketing Research
18(1)
: 39~50
[journal]
Francken, D.
/ 1981
/ Satisfaction with leisure time activities
/ Journal of Leisure Research
13(4)
: 337~352
[book]
Gale, B.
/ 1994
/ Managing customer value: Creating quality and service that customers can see
/ The Free Press
[journal]
Gallarza, M.
/ 2006
/ Value dimensions, perceived value, satisfaction and loyalty : An investigation of university students’ travel behaviour
/ Tourism Management
27(3)
: 437~452
[journal]
Ganesh, J.
/ 2000
/ Understanding the customer base of service providers : An examination of the differences between switchers and stayers
/ Journal of Marketing
64(3)
: 65~87
[journal]
Grove, S.
/ 1997
/ The impact of other consumers on service experiences : A critical incident examination of ‘getting along
/ Journal of Retailing
73(1)
: 63~85
[book]
Gummesson, E.
/ 1993
/ Quality management in service organizations
/ International Service Quality Association
[book]
Halpern, D.
/ 2013
/ Sex differences in cognitive abilities
/ Psychology Press
[journal]
Han, H.
/ 2013
/ Effects of in-flight ambience and space/function on air travelers’decision to select a low-cost airline
/ Tourism Management
37
: 125~135
[journal]
Han, H.
/ 2006
/ Moderating role of personal characteristics in forming restaurant customers’ behavioral intentions : An upscale restaurant setting
/ Journal of Hospitality & Leisure Marketing
15(4)
: 25~54
[journal]
Heinonen, K.
/ 2006
/ Temporal and spatial e-service value
/ International Journal of Service Industry Management
17(4)
: 380~400
[journal]
Hightower, R.
/ 2003
/ Framework for managing the servicescape : A sustainable competitive advantage
/ The Marketing Management Journal
13(2)
: 84~95
[journal]
Hightower, R.
/ 2002
/ Investigating the role of the physical environment in hedonic service consumption : An exploratory study of sporting events
/ Journal of Business Research
55(9)
: 697~707
[journal]
Homburg, C.
/ 2001
/ Personal characteristics as moderators of the relationship between customer satisfaction and loyalty : An empirical analysis
/ Psychology and Marketing
18(1)
: 43~66
[journal]
Jensen, H.
/ 1996
/ The interrelationship between customer and consumer value
/ Asia Pacific Advances in Consumer Research
2
: 60~63
[journal]
Jin, N.
/ 2013
/ Experiential value, relationship quality, and customer loyalty in full-service restaurants : The moderating role of gender
/ Journal of Hospitality Marketing & Management
22(7)
: 679~700
[journal]
Kolyesnikova, N.
/ 2009
/ Gender as a moderator of reciprocal consumer behavior
/ Journal of Consumer Marketing
26(3)
: 200~213
[journal]
Kotler, P.
/ 1973
/ Atmospherics as a marketing tool
/ Journal of Retailing
49(4)
: 48~64
[book]
Kotler, P.
/ 2011
/ Principles of marketing
/ Prentice Hall
[journal]
Kwun, D.
/ 2011
/ Effects of campus food service attributes on perceived value, satisfaction, and consumer attitude : A genderdifference approach
/ International Journal of Hospitality Management
30(2)
: 252~261
[journal]
Marsh, H.
/ 1988
/ Goodness of fit indices in confirmatory factor analysis : Effect of sample size
/ Psychological Bulletin
103(3)
: 391~410
[journal]
Martin, C.
/ 1996
/ Consumer-to-consumer relationships : Satisfaction with other consumers’ public behavior
/ The Journal of Consumer Affairs
30(1)
: 146~169
[journal]
Mattila, A.
/ 2000
/ The impact of culture and gender on customer evaluations of service encounters
/ Journal of Hospitality & Tourism Research
24(2)
: 263~273
[journal]
Meyers-Levy, J.
/ 1991
/ Exploring differences in males’ and females’ processing strategies
/ Journal of Consumer Research
18(1)
: 63~70
[journal]
Mittal, V.
/ 2001
/ Satisfaction, repurchase intent, and repurchase behavior : Investigating the moderating effect of customer characteristics
/ Journal of Marketing Research
38(1)
: 131~142
[journal]
Mohr, L.
/ 1995
/ The role of employee effort in satisfaction with service transaction
/ Journal of Business Research
32(3)
: 239~252
[journal]
Monroe, K.
/ 1987
/ Framing effects on buyers’ subjective product evaluations
/ Advances in Consumer Research
14(1)
: 193~197
[journal]
Oliver, R.
/ 1996
/ Varieties of value in the consumption satisfaction response
/ Advances in Consumer Research
23(1)
: 143~147
[journal]
Oliver, R.
/ 1980
/ A cognitive model of the antecedents and consequences of satisfaction decisions
/ Journal of Marketing Research
17(4)
: 460~469
[journal]
Parasuraman, A.
/ 1997
/ Reflections on gaining competitive advantage through customer value
/ Journal of the Academy of Marketing Science
25(2)
: 154~161
[journal]
Petrick, J.
/ 2002
/ An examination of the determinants of travelers’satisfaction
/ Journal of Travel Research
40(3)
: 252~258
[journal]
Platania, J.
/ 2001
/ Social facilitation as a function of the mere presence of others
/ The Journal of Social Psychology
141(2)
: 190~197
[journal]
Porter, M.
/ 1990
/ The competitive advantage of notions
/ Harvard Business Review
68(2)
: 73~93
[journal]
Price, L.
/ 1999
/ Commercial friendships : Service provider-client relationships in context
/ Journal of Marketing
63(4)
: 38~56
[journal]
Reichheld, F.
/ 1990
/ Zero defections : Quality comes to service
/ Harvard Business Review
68(5)
: 105~111
[journal]
Reimer, A.
/ 2005
/ The impact of servicescape on quality perception
/ European Journal of Marketing
39(7/8)
: 785~808
[journal]
Rocha, M.
/ 2005
/ Age, gender and national factors in fashion consumption
/ Journal of Fashion Marketing and Management
9(4)
: 380~390
[journal]
Rosenbaum, M.
/ 2011
/ An expanded servicescape perspective
/ Journal of Service Management
22(4)
: 471~490
[journal]
Ross, E.
/ 1991
/ Sightseeing motivation and satisfaction
/ Annals of Tourism Research
18(2)
: 226~237
[journal]
Ryu, K.
/ 2007
/ The effect of environmental perceptions on behavioral intentions through emotions : The case of upscale restaurants
/ Journal of Hospitality & Tourism Research
31(1)
: 56~72
[journal]
Sheth. J.
/ 1991
/ Why we buy what we buy : A theory of consumption values
/ Journal of Business Research
22(2)
: 159~170
[journal]
Shostack, G.
/ 1977
/ Breaking free from product marketing
/ The Journal of Marketing
41(2)
: 73~80
[journal]
Sirdeshmukh, D.
/ 2002
/ Consumer trust, value, and loyalty in relational exchanges
/ Journal of Marketing
66(1)
: 15~37
[journal]
Specht, N.
/ 2007
/ Perception and attribution of employee’effort and abilities : The impact on customer encounter satisfaction
/ International Journal of Service Industry Management
18(5)
: 534~554
[book]
Sundstrom, E.
/ 1986
/ Work places: The psychology of the physical environment in offices and factories
/ Cambridge University Press
[journal]
Sweeney, J.
/ 2001
/ Comsumer perceived value : The developer of a multiple item scale
/ Journal of Retailing
77(2)
: 203~220
[journal]
Sweeney, J.
/ 1996
/ Retail service quality and perceived value: A comparison of two models
/ Journal of Retailing and Consumer Services
4(1)
: 39~48
[journal]
Tombs, A.
/ 2003
/ Social-servicescape conceptual model
/ Marketing Theory
3(4)
: 447~475
[journal]
Trampe, D.
/ 2010
/ Beauty as a tool : The effect of model attractiveness, product relevance, and elaboration likelihood on advertising effectiveness
/ Psychology and Marketing
2(12)
: 1101~1121
[journal]
Turley, L.
/ 2000
/ Atmospheric effects on shopping behavior : A review of the empirical evidence
/ Journal of Business Research
49(2)
: 193~211
[journal]
Wakefield, K.
/ 1994
/ The importance of servicescape in leisure service setting
/ Journal of Services Marketing
8(3)
: 66~76
[journal]
Wood, M.
/ 1998
/ Socio-economic status, delay of gratification, and impulse buying
/ Journal of Economic Psychology
19(3)
: 295~320
[journal]
Woodruff, R.
/ 1997
/ Customer value : The next source for competitive advantage
/ Journal of the Academy of Marketing Science
25(2)
: 139~153
[book]
Woodruff, R.
/ 1996
/ Know your customer: New approaches to understanding customer value and satisfaction
/ Wiley
[journal]
Yang, Z.
/ 2004
/ Customer perceived value, satisfaction, and loyalty : The role of switching costs
/ Psychology & Marketing
21(10)
: 799~822
[journal]
Yoon, Y.
/ 2005
/ An examination of the effects of motivation and satisfaction on destination loyalty : A structural model
/ Tourism Management
26(1)
: 45~56
[journal]
Zajonc, R.
/ 1965
/ Social facilitation
/ Science
149(3681)
: 269~274
[journal]
Zeithaml, V.
/ 1988
/ Consumer perceptions of price, quality, and value : A meansend model and synthesis of evidence
/ Journal of Marketing
52(3)
: 2~22
[journal]
Zeithaml, V.
/ 1996
/ The behavioral consequences of service quality
/ Journal of Marketing
60(2)
: 31~46
This paper was written with support from the National Research Foundation of Korea.