An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context


Kearney, Treasa and Coughlan, Joseph and Kennedy, Aileen (2013) An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context. Irish Journal of Management, 32 (2). pp. 71-91. ISSN 1649-248X

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Abstract

This research investigates the impact of the servicescape on the responses of both the customer and the employee within a retail grocery setting and is exploratory in nature. The paper has its theoretical underpinning in servicescape theory (Bitner, 1992; Homburg and Stock, 2004), physical work environment literature (Davis, 1984; Kuenzi and Schminke, 2009) and the Service Profit Chain (SPC) (Heskett et al., 1994). Interviews with grocery retail store managers were carried out to contextualise the paper though the main research instrument is a large-scale survey of customers and employees. The findings suggest that almost 50 per cent of customer satisfaction is explained by the dimensions of service employee quality and this has important implications for retail managers. The findings also highlight that employee servicescape factors affect employee satisfaction, which in turn impacts employee loyalty. These, alongside other key findings, are presented and discussed. Directions for future research are also highlighted.

Item Type: Article
Additional Information: This is the postprint version of the published article, which is available at 'An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail Context' Irish Journal of Management 32 pp 71-91 (2013)
Keywords: Retail environment; customer satisfaction; employee satisfaction; Service Profit Chain; work climate;
Academic Unit: Faculty of Social Sciences > School of Business
Item ID: 6587
Depositing User: Joseph Coughlan
Date Deposited: 17 Nov 2015 15:52
Journal or Publication Title: Irish Journal of Management
Publisher: Irish Academy of Management
Refereed: Yes
URI:

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