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Reexamining the place of servicescape in marketing: a service dominant logic perspective
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
University of Otago, Dunedin, New Zealand.
2014 (English)In: Journal of Services Marketing, ISSN 0887-6045, Vol. 28, no 5, 374-379 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper was to extend understanding of the sense of place captured by the servicescape concept, as a means by which customers clarify their service expectations and their satisfaction with service experiences. Design/methodology/approach - The design is conceptual. This article critically examines and extends the servicescape concept in the light of insights from the service-dominant (S-D) logic. Findings - First, we explain how servicescape adds meaning to a service provider's value proposition, part of a pattern of customer expectations which are later confirmed or disconfirmed as value-in-use. Second, the servicescape is a more socially imbued context than has previously been recognized, because the service experience is co-created by customer and service provider. Third, the context for service is not restricted to the traditional physical servicescape, as other more fluid and web-based settings are now common. Practical implications - Extending the understanding of place as a context for value determination in new ways. Originality/value - The literature on servicescape is extensive, but it is anchored to the physicality of the service environment. Given the rise of the Internet and, more recently, digital social media as a virtual "place" of business, the relevance of servicescape is due for critical review. Our critical examination adds to the experience value of service and also extends the S-D logic understanding of value-in-use.

Place, publisher, year, edition, pages
2014. Vol. 28, no 5, 374-379 p.
Keyword [en]
value co-creation, servicescape, value-in-use, service-dominant (S-D) logic, value-proposition
National Category
Business Administration
URN: urn:nbn:se:umu:diva-73872DOI: 10.1108/JSM-01-2013-0004ISI: 000341932000003OAI: diva2:633507
Available from: 2013-06-27 Created: 2013-06-27 Last updated: 2014-12-19Bibliographically approved

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