The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction

Este estudio busca determinar cómo el panorama de servicios sociales influye en la imagen y satisfacción de los clientes de restaurantes. Se analizó a los restaurantes en el distrito de Bahçelievler en Estambul con el Certificado de Gestión Turística del Ministerio de Cultura y Turismo de Türkiye. S...

Full description

Autores:: Artuğer, Savaş
Ercan, Fatih
Gökhan Özkoç, Aziz
Dalgin, Taner

Tipo de recurso:: Article of journal

Fecha de publicación:: 2024

Institución:: Universidad Externado de Colombia

Repositorio:: Biblioteca Digital Universidad Externado de Colombia

Idioma:: spa

id	uexternad2_2ad5ad276cc23eba3c60c5d3108eb629
oai_identifier_str	oai:bdigital.uexternado.edu.co:001/24638
network_acronym_str	uexternad2
network_name_str	Biblioteca Digital Universidad Externado de Colombia
repository_id_str
dc.title.spa.fl_str_mv	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
dc.title.translated.eng.fl_str_mv	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
title	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
spellingShingle	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction Servicescape, Social Servicescape, Image, Customer Satisfaction Panorama de servicios, Panorama de servicios sociales, Imagen, Satisfacción del cliente
title_short	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
title_full	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
title_fullStr	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
title_full_unstemmed	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
title_sort	The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction
dc.creator.fl_str_mv	Artuğer, Savaş Ercan, Fatih Gökhan Özkoç, Aziz Dalgin, Taner
dc.contributor.author.spa.fl_str_mv	Artuğer, Savaş Ercan, Fatih Gökhan Özkoç, Aziz Dalgin, Taner
dc.subject.eng.fl_str_mv	Servicescape, Social Servicescape, Image, Customer Satisfaction
topic	Servicescape, Social Servicescape, Image, Customer Satisfaction Panorama de servicios, Panorama de servicios sociales, Imagen, Satisfacción del cliente
dc.subject.spa.fl_str_mv	Panorama de servicios, Panorama de servicios sociales, Imagen, Satisfacción del cliente
description	Este estudio busca determinar cómo el panorama de servicios sociales influye en la imagen y satisfacción de los clientes de restaurantes. Se analizó a los restaurantes en el distrito de Bahçelievler en Estambul con el Certificado de Gestión Turística del Ministerio de Cultura y Turismo de Türkiye. Se recopilaron datos de 360 visitantes de los restaurantes. Se utilizaron los Modelos de Ecuaciones Estructurales (MES) para examinar las relaciones entre las variables. Los resultados muestran que las dimensiones del panorama de servicios sociales, como empleados, otros clientes y relaciones, impactan positivamente en la imagen del restaurante. Sin embargo, la aglomeración social tiene un efecto negativo en la imagen. Además, se encontró que la imagen del restaurante influye positivamente en la satisfacción del cliente.
publishDate	2024
dc.date.accessioned.none.fl_str_mv	2024-12-06T15:07:57Z 2024-12-07T10:30:30Z
dc.date.available.none.fl_str_mv	2024-12-06T15:07:57Z 2024-12-07T10:30:30Z
dc.date.issued.none.fl_str_mv	2024-12-06
dc.type.spa.fl_str_mv	Artículo de revista
dc.type.coar.fl_str_mv	http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.coar.spa.fl_str_mv	http://purl.org/coar/resource_type/c_6501
dc.type.coarversion.spa.fl_str_mv	http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.content.spa.fl_str_mv	Text
dc.type.driver.spa.fl_str_mv	info:eu-repo/semantics/article
dc.type.local.eng.fl_str_mv	Journal article
dc.type.version.spa.fl_str_mv	info:eu-repo/semantics/publishedVersion
format	http://purl.org/coar/resource_type/c_6501
status_str	publishedVersion
dc.identifier.doi.none.fl_str_mv	10.18601/01207555.n36.13
dc.identifier.eissn.none.fl_str_mv	2346-206X
dc.identifier.issn.none.fl_str_mv	0120-7555
dc.identifier.uri.none.fl_str_mv	https://bdigital.uexternado.edu.co/handle/001/24638
dc.identifier.url.none.fl_str_mv	https://doi.org/10.18601/01207555.n36.13
identifier_str_mv	10.18601/01207555.n36.13 2346-206X 0120-7555
url	https://bdigital.uexternado.edu.co/handle/001/24638 https://doi.org/10.18601/01207555.n36.13
dc.language.iso.spa.fl_str_mv	spa
language	spa
dc.relation.bitstream.none.fl_str_mv	https://revistas.uexternado.edu.co/index.php/tursoc/article/download/10086/17179
dc.relation.citationedition.spa.fl_str_mv	, Año 2025 : Enero-Junio
dc.relation.citationendpage.none.fl_str_mv	326
dc.relation.citationstartpage.none.fl_str_mv	313
dc.relation.citationvolume.spa.fl_str_mv	36
dc.relation.ispartofjournal.spa.fl_str_mv	Turismo y Sociedad
dc.relation.references.spa.fl_str_mv	Aaker, D. A. (1996). Building strong brands. Free Press: New York, NY. Abdel-Aal, E., & Abbas, J. E. (2016). Assessing social and physical servicescape as drivers of hotels’ image formation: Customers perspective. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), pp. 142-160. Ali, F.; Omar, R. & Amin, M. (2013). An examination of the relationships between physical environment, perceived value, image and behavioural intentions: A SEM approach towards Malaysian resort hotels. Journal of Hotel and Tourism Management, 27(2), pp. 9-26. Andaji Garmaroudi, S.; King, C., & Lu, L. (2021). Social servicescape’s impact on customer perceptions of the hospitality brand-The role of branded social cues. International Journal of Hospitality Management, 93, 102774. Asghar, A.; Asif, R., & Akhtar, N. (2023). Servicescapes and social servicescapes: Impact on perceived usefulness, choice satisfaction and behavior at fast-food restaurants. Journal of Hospitality and Tourism Insights, ahead-of-print. https://doi.org/10.1108/JHTI-03-2023-0125. Bitner, M. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2): pp. 57-71. https://doi.org/10.2307/1252042. da Costa Oliveira, C. Z.; Vong, M., & de Sousa Saldanha, E. (2020). The mediation effect of restaurant image on the relationship between service & food quality and customer satisfaction. Timor-Leste Journal of Business and Management, 2 (2), 10-20. https://doi.org/10.51703/bm.v2i0.30. Dedeoğlu, B. B.; Küçükergin, K. G., & Balıkçıoğlu, S. (2015). Understanding the relationships of servicescape, value, image, pleasure, and behavioral intentions among hotel customers. Journal of Travel & Tourism Marketing, 32(1), pp. 42-61. https://doi.org/10.1080/10548408.2014.982268. Discepoli, Line, N., & Hanks, L. (2020). A holistic model of the servicescape in fast casual dining. International Journal of Contemporary Hospitality Management, 32(1), 288-306. https://doi.org/10.1108/IJCHM-04-2019-0360. Durna, U.; Dedeoğlu, B. B., & Balıkçıoğlu, S. (2015). The role of servicescape and image perceptions of customers on behavioral intentions in the hotel industry. International Journal of Contemporary Hospitality Management, 27(7), pp. 1.728-1.748. https://doi.org/10.1108/IJCHM-04-2014-0173. Erkmen, E., & Hançer, M. (2019). Building brand relationship for restaurants: An examination of other customers, brand image, trust, and restaurant attributes, International Journal of Contemporary Hospitality Management, 31(3), pp. 1.469-1.487. https://doi.org/10.1108/IJCHM-08-2017-0516. Espinosa, A. J.; Ortinau, J. D.; Krey, N., & Monahan, L. (2018). I’ll have the usual: How restaurant brand image, loyalty, and satisfaction keep customers coming back. Journal of Product & Brand Management, 27/6, 599–614. https://doi.org/10.1108/JPBM-10-2017-1610. Evangelista, F., & Dioko, A. N. L. (2010). Interpersonal influence and destination brand equity perceptions. Internatıonal Journal Of Culture, Tourism and Hospitality Research, 5(3), pp. 316-328. https://doi.org/10.1108/17506181111157005. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. J ournal o f M arketing R esearch, 18(1), pp. 39-50. https://doi.org/10.2307/3151312. Furrer, O.; Landry, M.; Baillod, C., & Kerguignas, Y. J. (2023). The interplay between physical and social servicescape: Investigating negative CCI. Journal of Services Marketing, 37/6, pp. 732-745. https://doi.org/10.1108/JSM-04-2022-0148. Hair, J. F.; Black, C. W.; Babin, J. B., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall. Han, H.; Olya, G. T. H.; Unataru, N. E.; Ispas, A.; Jenny Kim, J., & Kim, W. (2019). Impact of airport green atmospherics on mental health value, image, and loyalty among visitors and workers, Business Strategy Environment, 29, pp. 1.186-1.198. https://doi.org/10.1002/bse.2425. Hoe, L. S. (2008). Issues and procedures in adopting structural equation modeling technique. Journal of Applied Quantitative Methods, 3(1), pp. 76-83. In, S. H.; Park, J. W., & Sung J. H. (2017). A study on the effects of the physical environment of five-star hotel restaurants in Seoul on restaurant image and restaurant preference. International Journal of IT-based Business Strategy Management, 3(2), pp. 15-20. http://dx.doi.org/10.21742/ijibsm.2017.3.2.03. Jang, Y.; Ro, H., & Kim, T. H. (2015). Social servicescape: The impact of social factors on restaurant image and behavioral intentions. International Journal of Hospitality & Tourism Administration, 16 (3), pp. 290-309. https://doi.org/10.1080/15256480.2015.1054758. Jeon, M. Y. (2017). A study on influence of family restaurant image on satisfaction, trust and revisit intention. Culinary Science & Hospitality Research, 23(2), pp. 74-85. http://dx.doi.org/10.20878/cshr.2017.23.2.008. Kaminakis, K.; Karantinou, K.; Koritos, C., & Gounaris, S. (2019). Hospitality servicescape effects on customer-employee interactions: A multilevel study. Tourism Management, 72, pp. 130-144. https://doi.org/10.1016/j.tourman.2018.11.013. Kandampully, J.; Bilgihan, A., & Amer, M. S. (2023). Linking servicescape and experiencescape: Creating a collective focus for the service industry. Journal of Service Management, 34(2), pp. 316-340. https://doi.org/10.1108/JOSM-08-2021-0301. Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), pp. 48-64. Lee, S. J.; Hsu, J. T.; Han, H., & Kim, Y. (2010). Understanding how consumers view green hotels: How a hotel’s greenimage can influence behavioural intentions. Journal of Sustainable Tourism, 1(7), pp. 901-914. https://doi.org/10.1080/09669581003777747. Lee, S.; Han, H.; Radic, A., & Tariq, B. (2020). Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector. Journal of Hospitality and Tourism Management, 45, pp. 348-358. https://doi.org/10.1016/j.jhtm.2020.09.002. Li, S., & Wei, M. (2021). Hotel servicescape and customer citizenship behaviors: Mediating role of customer engagement and moderating role of gender. International Journal of Contemporary Hospitality Management, 33(2), pp. 587-603. https://doi.org/10.1108/IJCHM-07-2020-0656. Özdemir, B., & Şahin, A. (2021). Kişisel değerlerin restoran seçimine etkisi: Dışarıda yemek yeme motivasyonlarının aracılık rolü. Yaşar Üniversitesi E-Dergisi, 16(63), pp. 1.256-1.281. https://doi.org/10.19168/jyasar.902407. Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience?. International Journal of Hospitality Management, 30(3), pp. 599-611. https://doi.org/10.1016/j.ijhm.2010.11.004. Ryu, K.; Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27, pp. 459-469. https://doi.org/10.1016/j.ijhm.2007.11.001. Schermelleh-Engel, K.; Moosbrugger, H., & Muller, H. (2003). Evaluating the fit structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), pp. 23-74. Schumacker, R. E., & Lomax, R. G. (2010). A Beginner’s Guide to Structural Equation Modeling. Routledge: Newyork. Shiel, G., & Cartwright, F. (2015). Analyzing data from a national assessment of educational achievement. Washington DC: World Bank Group. Şahin, E., & Yiğitoğlu, V. (2022). QR m enü k ullanımı k apsamında r estoranlarda y enilikçi uygulamaların hizmet kalitesine ve restoran imajına etkisi. Journal of Tourism and Gastronomy Studies, 2022, 10(3), pp. 1.745-1.768. https://doi.org/10.21325/jotags.2022.1065. Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual model. Marketing Theory, 3 (4), pp. 447-475. https://doi.org/10.1177/1470593103040785. Ullah Khan, R.; Salamzadeh, Y.; Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), pp. 1-26. https://doi.org/10.1080/15332667.2020.1840904. Uzuncan, E. H., & Artuğer, S. (2022). Sosyal hizmet ortamının restoran imajına etkisi. Journal of Tourism and Gastronomy Studies, 2022, 10 (3), pp. 2.351-2.368. https://doi.org/10.21325/jotags.2022.1095. Wirtz, J.; Lovelock, C.; Chatterjee, J., & Das, G. (2017). Essentials of services marketing (3rd Edition). Pearson India Education Services. Woo, E.; Kim, H., & Uysal, M. (2015). Life satisfaction and support for tourism development. Annals of Tourism Research, 50, pp. 84-97. https://doi.org/10.1016/j.annals.2014.11.001. Yi, T. H.,; Yeo, K. C.; Edem Amenuvor, F., & Boateng, H. (2021). Examining the relationship between customer bonding, customer participation, and customer satisfaction. Journal of Retailing and Consumer Service, 62, 102598. https://doi.org/10.1016/j.jretconser.2021.102598.
dc.rights.spa.fl_str_mv	Savaş Artuğer, Fatih Ercan, Aziz Gökhan Özkoç, Taner Dalgin - 2024
dc.rights.accessrights.spa.fl_str_mv	info:eu-repo/semantics/openAccess
dc.rights.coar.spa.fl_str_mv	http://purl.org/coar/access_right/c_abf2
dc.rights.uri.spa.fl_str_mv	http://creativecommons.org/licenses/by-nc-sa/4.0
rights_invalid_str_mv	Savaş Artuğer, Fatih Ercan, Aziz Gökhan Özkoç, Taner Dalgin - 2024 http://purl.org/coar/access_right/c_abf2 http://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv	openAccess
dc.format.mimetype.spa.fl_str_mv	application/pdf
dc.publisher.spa.fl_str_mv	Facultad de Administración de Empresas Turísticas y Hoteleras
dc.source.spa.fl_str_mv	https://revistas.uexternado.edu.co/index.php/tursoc/article/view/10086
institution	Universidad Externado de Colombia
bitstream.url.fl_str_mv	https://bdigital.uexternado.edu.co/bitstreams/2423ffa4-632a-4f9f-bf52-a6ade451e1b1/download
bitstream.checksum.fl_str_mv	738a695f5efc242902040b5abe3b63e1
bitstream.checksumAlgorithm.fl_str_mv	MD5
repository.name.fl_str_mv	Universidad Externado de Colombia
repository.mail.fl_str_mv	metabiblioteca@metabiblioteca.org
_version_	1828229765180424192
spelling	Artuğer, SavaşErcan, FatihGökhan Özkoç, AzizDalgin, Taner2024-12-06T15:07:57Z2024-12-07T10:30:30Z2024-12-06T15:07:57Z2024-12-07T10:30:30Z2024-12-06Este estudio busca determinar cómo el panorama de servicios sociales influye en la imagen y satisfacción de los clientes de restaurantes. Se analizó a los restaurantes en el distrito de Bahçelievler en Estambul con el Certificado de Gestión Turística del Ministerio de Cultura y Turismo de Türkiye. Se recopilaron datos de 360 visitantes de los restaurantes. Se utilizaron los Modelos de Ecuaciones Estructurales (MES) para examinar las relaciones entre las variables. Los resultados muestran que las dimensiones del panorama de servicios sociales, como empleados, otros clientes y relaciones, impactan positivamente en la imagen del restaurante. Sin embargo, la aglomeración social tiene un efecto negativo en la imagen. Además, se encontró que la imagen del restaurante influye positivamente en la satisfacción del cliente.The purpose of this study is to determine the effect of the social servicescape on restaurant image and customer satisfaction. The population of the study consists of restaurants operating in the Bahçelievler district of Istanbul province that have obtained a Tourism Management Certificate from the Ministry of Culture and Tourism of the Republic of Turkey. The study collected data from 360 people who visited these restaurants. Structural Equation Modeling (SEM) was employed to analyze the relationships between the variables. As a result of the research, it was revealed that the social servicescape dimensions of employees, other customers and rapport have a positive impact on restaurant image. On the other hand, the social crowding aspect was found to have a negative effect on restaurant image. It was also found that restaurant image has a positive effect on customer satisfaction.application/pdf10.18601/01207555.n36.132346-206X0120-7555https://bdigital.uexternado.edu.co/handle/001/24638https://doi.org/10.18601/01207555.n36.13spaFacultad de Administración de Empresas Turísticas y Hotelerashttps://revistas.uexternado.edu.co/index.php/tursoc/article/download/10086/17179, Año 2025 : Enero-Junio32631336Turismo y SociedadAaker, D. A. (1996). Building strong brands. Free Press: New York, NY.Abdel-Aal, E., & Abbas, J. E. (2016). Assessing social and physical servicescape as drivers of hotels’ image formation: Customers perspective. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), pp. 142-160.Ali, F.; Omar, R. & Amin, M. (2013). An examination of the relationships between physical environment, perceived value, image and behavioural intentions: A SEM approach towards Malaysian resort hotels. Journal of Hotel and Tourism Management, 27(2), pp. 9-26.Andaji Garmaroudi, S.; King, C., & Lu, L. (2021). Social servicescape’s impact on customer perceptions of the hospitality brand-The role of branded social cues. International Journal of Hospitality Management, 93, 102774.Asghar, A.; Asif, R., & Akhtar, N. (2023). Servicescapes and social servicescapes: Impact on perceived usefulness, choice satisfaction and behavior at fast-food restaurants. Journal of Hospitality and Tourism Insights, ahead-of-print. https://doi.org/10.1108/JHTI-03-2023-0125.Bitner, M. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2): pp. 57-71. https://doi.org/10.2307/1252042.da Costa Oliveira, C. Z.; Vong, M., & de Sousa Saldanha, E. (2020). The mediation effect of restaurant image on the relationship between service & food quality and customer satisfaction. Timor-Leste Journal of Business and Management, 2 (2), 10-20. https://doi.org/10.51703/bm.v2i0.30.Dedeoğlu, B. B.; Küçükergin, K. G., & Balıkçıoğlu, S. (2015). Understanding the relationships of servicescape, value, image, pleasure, and behavioral intentions among hotel customers. Journal of Travel & Tourism Marketing, 32(1), pp. 42-61. https://doi.org/10.1080/10548408.2014.982268.Discepoli, Line, N., & Hanks, L. (2020). A holistic model of the servicescape in fast casual dining. International Journal of Contemporary Hospitality Management, 32(1), 288-306. https://doi.org/10.1108/IJCHM-04-2019-0360.Durna, U.; Dedeoğlu, B. B., & Balıkçıoğlu, S. (2015). The role of servicescape and image perceptions of customers on behavioral intentions in the hotel industry. International Journal of Contemporary Hospitality Management, 27(7), pp. 1.728-1.748. https://doi.org/10.1108/IJCHM-04-2014-0173.Erkmen, E., & Hançer, M. (2019). Building brand relationship for restaurants: An examination of other customers, brand image, trust, and restaurant attributes, International Journal of Contemporary Hospitality Management, 31(3), pp. 1.469-1.487. https://doi.org/10.1108/IJCHM-08-2017-0516.Espinosa, A. J.; Ortinau, J. D.; Krey, N., & Monahan, L. (2018). I’ll have the usual: How restaurant brand image, loyalty, and satisfaction keep customers coming back. Journal of Product & Brand Management, 27/6, 599–614. https://doi.org/10.1108/JPBM-10-2017-1610.Evangelista, F., & Dioko, A. N. L. (2010). Interpersonal influence and destination brand equity perceptions. Internatıonal Journal Of Culture, Tourism and Hospitality Research, 5(3), pp. 316-328. https://doi.org/10.1108/17506181111157005.Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. J ournal o f M arketing R esearch, 18(1), pp. 39-50. https://doi.org/10.2307/3151312.Furrer, O.; Landry, M.; Baillod, C., & Kerguignas, Y. J. (2023). The interplay between physical and social servicescape: Investigating negative CCI. Journal of Services Marketing, 37/6, pp. 732-745. https://doi.org/10.1108/JSM-04-2022-0148.Hair, J. F.; Black, C. W.; Babin, J. B., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.Han, H.; Olya, G. T. H.; Unataru, N. E.; Ispas, A.; Jenny Kim, J., & Kim, W. (2019). Impact of airport green atmospherics on mental health value, image, and loyalty among visitors and workers, Business Strategy Environment, 29, pp. 1.186-1.198. https://doi.org/10.1002/bse.2425.Hoe, L. S. (2008). Issues and procedures in adopting structural equation modeling technique. Journal of Applied Quantitative Methods, 3(1), pp. 76-83.In, S. H.; Park, J. W., & Sung J. H. (2017). A study on the effects of the physical environment of five-star hotel restaurants in Seoul on restaurant image and restaurant preference. International Journal of IT-based Business Strategy Management, 3(2), pp. 15-20. http://dx.doi.org/10.21742/ijibsm.2017.3.2.03.Jang, Y.; Ro, H., & Kim, T. H. (2015). Social servicescape: The impact of social factors on restaurant image and behavioral intentions. International Journal of Hospitality & Tourism Administration, 16 (3), pp. 290-309. https://doi.org/10.1080/15256480.2015.1054758.Jeon, M. Y. (2017). A study on influence of family restaurant image on satisfaction, trust and revisit intention. Culinary Science & Hospitality Research, 23(2), pp. 74-85. http://dx.doi.org/10.20878/cshr.2017.23.2.008.Kaminakis, K.; Karantinou, K.; Koritos, C., & Gounaris, S. (2019). Hospitality servicescape effects on customer-employee interactions: A multilevel study. Tourism Management, 72, pp. 130-144. https://doi.org/10.1016/j.tourman.2018.11.013.Kandampully, J.; Bilgihan, A., & Amer, M. S. (2023). Linking servicescape and experiencescape: Creating a collective focus for the service industry. Journal of Service Management, 34(2), pp. 316-340. https://doi.org/10.1108/JOSM-08-2021-0301.Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), pp. 48-64.Lee, S. J.; Hsu, J. T.; Han, H., & Kim, Y. (2010). Understanding how consumers view green hotels: How a hotel’s greenimage can influence behavioural intentions. Journal of Sustainable Tourism, 1(7), pp. 901-914. https://doi.org/10.1080/09669581003777747.Lee, S.; Han, H.; Radic, A., & Tariq, B. (2020). Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector. Journal of Hospitality and Tourism Management, 45, pp. 348-358. https://doi.org/10.1016/j.jhtm.2020.09.002.Li, S., & Wei, M. (2021). Hotel servicescape and customer citizenship behaviors: Mediating role of customer engagement and moderating role of gender. International Journal of Contemporary Hospitality Management, 33(2), pp. 587-603. https://doi.org/10.1108/IJCHM-07-2020-0656.Özdemir, B., & Şahin, A. (2021). Kişisel değerlerin restoran seçimine etkisi: Dışarıda yemek yeme motivasyonlarının aracılık rolü. Yaşar Üniversitesi E-Dergisi, 16(63), pp. 1.256-1.281. https://doi.org/10.19168/jyasar.902407.Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience?. International Journal of Hospitality Management, 30(3), pp. 599-611. https://doi.org/10.1016/j.ijhm.2010.11.004.Ryu, K.; Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27, pp. 459-469. https://doi.org/10.1016/j.ijhm.2007.11.001.Schermelleh-Engel, K.; Moosbrugger, H., & Muller, H. (2003). Evaluating the fit structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), pp. 23-74.Schumacker, R. E., & Lomax, R. G. (2010). A Beginner’s Guide to Structural Equation Modeling. Routledge: Newyork.Shiel, G., & Cartwright, F. (2015). Analyzing data from a national assessment of educational achievement. Washington DC: World Bank Group.Şahin, E., & Yiğitoğlu, V. (2022). QR m enü k ullanımı k apsamında r estoranlarda y enilikçi uygulamaların hizmet kalitesine ve restoran imajına etkisi. Journal of Tourism and Gastronomy Studies, 2022, 10(3), pp. 1.745-1.768. https://doi.org/10.21325/jotags.2022.1065.Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual model. Marketing Theory, 3 (4), pp. 447-475. https://doi.org/10.1177/1470593103040785.Ullah Khan, R.; Salamzadeh, Y.; Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), pp. 1-26. https://doi.org/10.1080/15332667.2020.1840904. Uzuncan, E. H., & Artuğer, S. (2022). Sosyal hizmet ortamının restoran imajına etkisi. Journal of Tourism and Gastronomy Studies, 2022, 10 (3), pp. 2.351-2.368. https://doi.org/10.21325/jotags.2022.1095.Wirtz, J.; Lovelock, C.; Chatterjee, J., & Das, G. (2017). Essentials of services marketing (3rd Edition). Pearson India Education Services.Woo, E.; Kim, H., & Uysal, M. (2015). Life satisfaction and support for tourism development. Annals of Tourism Research, 50, pp. 84-97. https://doi.org/10.1016/j.annals.2014.11.001.Yi, T. H.,; Yeo, K. C.; Edem Amenuvor, F., & Boateng, H. (2021). Examining the relationship between customer bonding, customer participation, and customer satisfaction. Journal of Retailing and Consumer Service, 62, 102598. https://doi.org/10.1016/j.jretconser.2021.102598.Savaş Artuğer, Fatih Ercan, Aziz Gökhan Özkoç, Taner Dalgin - 2024info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.http://creativecommons.org/licenses/by-nc-sa/4.0https://revistas.uexternado.edu.co/index.php/tursoc/article/view/10086Servicescape,Social Servicescape,Image,Customer SatisfactionPanorama de servicios,Panorama de servicios sociales,Imagen,Satisfacción del clienteThe Impact of Social Servicescape on Restaurant Image and Customer SatisfactionThe Impact of Social Servicescape on Restaurant Image and Customer SatisfactionArtículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a85Textinfo:eu-repo/semantics/articleJournal articleinfo:eu-repo/semantics/publishedVersionPublicationOREORE.xmltext/xml2700https://bdigital.uexternado.edu.co/bitstreams/2423ffa4-632a-4f9f-bf52-a6ade451e1b1/download738a695f5efc242902040b5abe3b63e1MD51001/24638oai:bdigital.uexternado.edu.co:001/246382024-12-07 05:30:30.635http://creativecommons.org/licenses/by-nc-sa/4.0Savaş Artuğer, Fatih Ercan, Aziz Gökhan Özkoç, Taner Dalgin - 2024https://bdigital.uexternado.edu.coUniversidad Externado de Colombiametabiblioteca@metabiblioteca.org

The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction

Publicaciones similares