KOREASCHOLAR

THE ROLE OF SERVICESCAPE ON CUSTOMERS’ EMOTION, PERCEIVED QUALITY AND IMAGE: THE MEDICAL TOURISM CONTEXT

Sandra Maria Correia Loureiro, Eduardo Moraes Sarmento
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/271840
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Global Marketing Conference
2014 Global Marketing Conference at Singapore (2014.07)
pp.1717-1729
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

This study aims to explore the effect of three factors of Servicescape on customers’ emotion, perceived quality and image. The proposed model was tested in medical tourism context in Portugal, using a sample of 332 fully completed questionnaires. Findings reveal that ambient and design are the most important factors in formation Servicescape itself. Servicescape is an effective antecedent of customer image, perceived quality and pleasure-feeling. Finally, the article also provides managerial implications and suggests avenues for further research.

Keyword
ServicescapeAmbient factorDesign factorSocial factorPerceived qualityImagePleasure-feelingMedical tourism
Author
  • Sandra Maria Correia Loureiro(Instituto Universitário de Lisboa (ISCTE-IUL) and Business Research Unit (BRU/UNIDE))
  • Eduardo Moraes Sarmento(Universidade Lusófona and ISEG/UTL)