...Ruoyu Gao; Kaidong Yu Purpose Shopping mall are increasingly adopting biophilic design, transforming commercial centers into urban leisure servicescape where consumers come to shop and to experience natural scenes. This study aims to examine how biophilic mall characteristics foster Biophilic...

... Service research Esports LAN events Community sustainability Grassroots Servicescape Digital inclusion Competitive video gaming (esports) is a complex, multifaceted phenomenon (Hamari and Sjöblom, 2017) that originated with physical Local Area Network (LAN) parties and subsequently developed...

... on health, beauty and lifestyle sectors. Interviews identified symbolic and natural stimuli, while topic modeling assessed their relative importance in comparison with physical and social stimuli. Findings We developed an integrated servicescape model incorporating physical, social stimuli with the new...

... provides the theoretical lens for interpreting customer evaluations. © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Perceptions Customer experience e-WOM Retail Servicescape Conseil Régional des Pays de la Loire PULSAR PHYGI.TAL...

...Birgitta Sandberg; Leila Hurmerinta; Henna M. Leino; Jenny Paananen Purpose This study aims to investigate how customers experiencing vulnerabilities are supported through the unexpected utilization of servicescape dimensions. Design/methodology/approach Observation (field notes and video...

... boris.bartikowski@kedgebs.com 13 07 2025 07 10 2025 05 12 2025 24 12 2025 06 01 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Satisfaction Children Digital Service design Servicescape Conceptual...

...Tony Valentini; Claire Roederer Purpose As firms increasingly adopt experience-driven differentiation, the design of servicescapes becomes essential in shaping brand identity and consumer engagement. However, a persistent challenge remains: bridging the gap between intended experiences...

... the concept of the “transformative sexscape” as an extension of the servicescape, emphasizing the need to consider the design of physical, social, symbolic and digital service environments in relation to sexual well-being. Findings The paper identifies how servicescapes can intentionally...

...Aswathy Asokan-Ajitha; Subhojit Sengupta Purpose Service encounters, involving interactions between customers, service providers and other customers within servicescapes, play a critical role in shaping perceptions of inclusion and safety. Despite growing visibility of LGBTQIA+ consumers...

...Luisa Fernanda Fariño Espitia; Mark S. Rosenbaum; Germán Contreras-Ramírez Purpose This study aims to examine the evolution of the Servicescape concept over three decades of scholarship and introduces a Multi-Dimensional Servicescape Model that reflects emerging stakeholder needs and design...

... with vulnerable customers, and Beudaert et al. (2017) on servicescapes’ exclusion, this paper extends the theoretical conversation to interrogate why fundamental disconnects persist. Nevertheless, the theoretical frameworks within the field remain insufficient when they only minimally incorporate...

... understanding of aesthetic value in digitalized servicescapes and demonstrates its implications for platform-based services. Home-sharing platforms represent a unique type of servicescape that integrates both physical and digital dimensions. In this context, visual aesthetics are the primary medium...

... is the corresponding author and can be contacted at: sujitj@iimamritsar.ac.in 28 03 2024 14 09 2024 17 02 2025 07 04 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Qualitative research Service failures Servicescape...

... embodied interactions on-site, resourcing customer-created servicescapes, fostering autonomy, embodying priority and urgency and evoking reflective experiences. These findings reveal that PSE serves as a crucial resource that enables customers to actively shape their service journeys, extending beyond its...

...Phil Klaus; Karen Edwards; Daniela Norvik; Aikaterini Manthiou; Van Ha Luong Purpose This study aims to explore the transformative potential of universal design (UD) principles in changing servicescapes to enhance consumer experiences and foster inclusive practices across various sectors...

... the service ecosystem perspective, the authors illustrate seven distinct themes that capture the nuances of the formation and evolution of PGs. These consist of entrepreneurality, collectivity, and fluidity at the service ecosystem level, hybridity and transactionality at the servicescape level, and mutuality...

... in a particular retail environment (Baker et al., 2007). Later work on servicescapes exclusion found that consumers with auditory disorders deploy three types of coping strategies when exposed to sensory overload in retail places: choosing between retail spaces to minimize harm, opting for electronic...

... Services marketing models Servuction Problematization Service encounter Servicescape Frontline service employees Technology and service Customer-to-customer Service marketplaces are continually evolving. Whether they are adapting to societal transformations, such as the rise of digital...

...Jillian C. Sweeney; Pennie Frow; Adrian Payne; Janet R. McColl-Kennedy Purpose The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach...

... Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research...