Publikation: The impact of primary service and servicescape on customer satisfaction in a leisure service setting : an empirical investigation among theatregoers
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International Journal of Nonprofit and Voluntary Sector Marketing. 2015, 20(3), pp. 238-255. ISSN 1465-4520. eISSN 1479-103X. Available under: doi: 10.1002/nvsm.1522
Zusammenfassung
This paper investigates the effects of perceived primary service and perceived servicescape on customer satisfaction in theatres. According to a questionnaire study, among n=2897 theatregoers in 12 German-speaking theatres, factors pertaining to the perceived primary service are most influential on customer satisfaction (in particular, the perceived artistic quality, followed by visitors’ emotional and cognitive response to the performance). Contrariwise, factors pertaining to the perceived servicescape (i.e. seating and view; other customers’ behaviour) are only of minor relevance for customer satisfaction. Furthermore, the influence of both perceived primary service quality and perceived servicescape quality on customer satisfaction is subject to moderating individual factors, such as visitors’ theatrical competence and their motivation for attending a theatre performance.
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JOBST, Johanna, Sabine BOERNER, 2015. The impact of primary service and servicescape on customer satisfaction in a leisure service setting : an empirical investigation among theatregoers. In: International Journal of Nonprofit and Voluntary Sector Marketing. 2015, 20(3), pp. 238-255. ISSN 1465-4520. eISSN 1479-103X. Available under: doi: 10.1002/nvsm.1522BibTex
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year={2015},
doi={10.1002/nvsm.1522},
title={The impact of primary service and servicescape on customer satisfaction in a leisure service setting : an empirical investigation among theatregoers},
number={3},
volume={20},
issn={1465-4520},
journal={International Journal of Nonprofit and Voluntary Sector Marketing},
pages={238--255},
author={Jobst, Johanna and Boerner, Sabine}
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