Experienscape: expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management) |
| |
| Institution: | 1. Florida State University, Dedman School of Hospitality, B4113 University Center, 288 Champions Way, Tallahassee, FL 32306, United States;2. Florida State University, Dedman School of Hospitality, B4114 University Center, 288 Champions Way, Tallahassee, FL 32306, United States;3. Michigan State University, The School of Hospitality, Business 645 N Shaw Lane, Room 241, East Lansing, MI 48824, United States;1. Sheffield Management School, UK;2. IDRAC Business School, Lyon, France;3. Newcastle Business School, Newcastle, UK;1. University of the Balearic Islands, Crta. Valldemossa, km 7.5. Palma de Mallorca (Balearic Islands), E-07122, Spain;2. Universidad de Santiago de Compostela, Avda. do Burgo, s/n. (Campus Norte), E-15782, Spain;1. Tourism Management, Tourism Faculty, Nevsehir HBV University, Nevsehir, Turkey;2. Department of Marketing, College of Business, Florida Atlantic University, Boca Raton, FL, USA;3. Department of Hospitality and Service Management School of Business, Sun Yat-sen University, Guangzhou, China;4. Institute for Research on Innovation and Services for Development, National Research Council, Napoli, Italy;5. Tourism Management, Rosen College of Hospitality Management, University of Central Florida, Orlando, FL, USA |
| |
| Abstract: | Since Bitner’s (1992) introduction of the servicescape concept, many conceptual and empirical studies have been conducted. Even though a relatively solid theoretical base has been established, the nature of the concept has not been updated with contemporary views on theories explaining behavior of consumers, employees and other stakeholders. Hence, the current study scanned the literature on servicescape and relevant concepts in order to update servicescape. The review of literature resulted in a new term, experienscape that is enhanced with the organizational culture of hospitality and the inclusion of employees, as both internal customers and service providers, as well as other stakeholders. For a comprehensive understanding of experienscape, a multidisciplinary approach is proposed by integrating views and theories from marketing, human resource management, organizational behavior, psychology, social psychology, communication, architecture, environmental design, and other related fields. |
| |
| Keywords: | Servicescape Experience Atmospherics Stakeholders Multidisciplinary |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
