... servicescape and culture could enhance potential US customers’ value perceptions. Social implications This study contributes to the lodging literature by identifying attributes that reflect Japanese Ryokans’ unique characteristics within the luxury hot spring hotel/resort context. The results indicate four...

... Natural language processing Online reviews Servicescape Experiencescape transcends the tangible environment to encompass the customer’s overall experience (O’Dell, 2005). The concept of “experiencescape” differs from “customer experience” in that it encompasses a broader and more holistic...

...Praveen Srivastava; Shelly Srivastava; Niraj Mishra Purpose The paper aims to illuminate the relationship between attitude toward the hotel’s website (e-servicescape) and purchase intention. It proposes modeling the dimension of the hotel’s website, its impact on building attitude toward...

...Angelo Bonfanti; Vania Vigolo; Elisa Gonzo; Ileana Genuardi Purpose This study aims to examine the role of the servicescape in the customer experience management (CEM) of a themed amusement park following the COVID-19 pandemic. Considering the managers’ and customers’ perspectives, this study...

...Annarita Sorrentino; Marco Ferretti; Marcello Risitano; Giacomo Del Chiappa; Fevzi Okumus Purpose This study aims to examine the effects of the servicescape on experiential state, delight and memorability in the context of the cruise experience. This study also analyzes the moderating effects...