The implication of servicescape, emotion and trust to a positive customer service experience: wellness spa context in the U.S.A. / Hyeyoon Choi, Jay Kandampully and Kathryn Stafford

• Main Authors: choi,, hyeyoon, Kandampully, Jay, Stafford, Kathryn
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA Cawangan Sarawak 2016
• Subjects: Small business. Medium-sized business; Organization; Social psychology; Social interaction; Social values; Social integration; Social systems; Social structure
• Online Access: https://ir.uitm.edu.my/id/eprint/34773/1/34773.pdf; https://ir.uitm.edu.my/id/eprint/34773/; http://www.ijsmssarawak.com/

This article examined the antecedents of a positive wellness service experience by identifying factors leading to customers’ positive wellness service experience. This study proposes that servicescape has a positive relationship with the service experience, and that servicescape may strengthen the e...