The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao

Noel Yee Man Siu, Penny Yim King Wan*, Ping Dong

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

98 Scopus citations

Abstract

This study examines the important role of the servicescape in relation to customers' cognitive (beliefs about servicescape quality), affective (affect and satisfaction) and behavioral responses (desire to stay) in the context of convention and exhibition centers in Macao. Unlike previous servicescape studies, we include two personal customer characteristics, namely perceived sacrifice and value-for-money considerations, as potential moderators of the relationship between customers' satisfaction and the desire to stay. Overall, our results suggest that servicescape elements positively influence customers' perceived quality of the service, their affect, customer satisfaction and desire to stay. Furthermore, this study reveals that value-for-money considerations enhance the positive impact customer satisfaction has on customers' desire to stay in convention centers and that customers' perceived level of sacrifice has a direct effect on their desire to stay. Theoretical and managerial implications are also presented.

Original languageEnglish (US)
Pages (from-to)236-246
Number of pages11
JournalInternational Journal of Hospitality Management
Volume31
Issue number1
DOIs
StatePublished - Mar 2012

Keywords

  • Convention and exhibition center
  • Desire to stay
  • Macao
  • Moderating effect
  • Servicescape

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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