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Title: Exploring the nature and role of the servicescape in the hotel industry context
Author: Pyun, Kyung Hee
Awarding Body: University of Surrey
Current Institution: University of Surrey
Date of Award: 2013
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Following Bitner's well-known "servicescape" model, many studies have shown that physical environments affect customers' perceptions of the service experience, although mainly focused upon service encounters of relatively short duration. In the case of hotels, where customers stay in the facility for an extended period of time, the issues may well be different. However, few studies exist that examine the effect of the servicescape in hotels. In such situation, the main purpose of this study was to investigate the effects of the hotel servicescape on customers' emotional responses and behavioural response.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available