Effect of Servicescape on the Service Delivery of Employees: A case of Restaurants and Cafés
Okumu-Nisula, Harriet (2021)
Okumu-Nisula, Harriet
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021122990591
https://urn.fi/URN:NBN:fi:amk-2021122990591
Tiivistelmä
Servicescape literature has extensively highlighted its influence on customer perceptions of the service environment. However, although employees spend more time than customers in the same surroundings, minimum focus has been placed on their perception of the service surroundings. Moreover, customers’ perceptions have mainly been based on single elements of the servicescape.
Review of past studies indicates that individuals perceive environment cues, which they internally respond to cognitively, emotionally, or psychologically with either approach or avoidance behaviors towards or away from the servicescape.
This paper aimed at finding out how holistic perceptions of servicescape dimensions; ambient conditions, space & functionality and signs, symbols & artifacts, impact on the service delivery outcomes of restaurant/café employees.
Mixed methods research was conducted on a sample of 15 random employees within Vaasa, Finland through an online survey questionnaire. Findings revealed servicescape influenced employees positively or negatively, resulting in either approach or avoidance behaviors respectively. Positively perceived environments had positive effects on employee motivation, commitment, job satisfaction, and thus enhanced service delivery outcomes.
Hence, management of restaurants/cafés could feature service facility designs at the forefront of planning and decision-making stages, to complement positive perceptions of the servicescape by employees. This may enhance employee commitment and subsequently positive service delivery outcomes and increase profits.
Review of past studies indicates that individuals perceive environment cues, which they internally respond to cognitively, emotionally, or psychologically with either approach or avoidance behaviors towards or away from the servicescape.
This paper aimed at finding out how holistic perceptions of servicescape dimensions; ambient conditions, space & functionality and signs, symbols & artifacts, impact on the service delivery outcomes of restaurant/café employees.
Mixed methods research was conducted on a sample of 15 random employees within Vaasa, Finland through an online survey questionnaire. Findings revealed servicescape influenced employees positively or negatively, resulting in either approach or avoidance behaviors respectively. Positively perceived environments had positive effects on employee motivation, commitment, job satisfaction, and thus enhanced service delivery outcomes.
Hence, management of restaurants/cafés could feature service facility designs at the forefront of planning and decision-making stages, to complement positive perceptions of the servicescape by employees. This may enhance employee commitment and subsequently positive service delivery outcomes and increase profits.