The main assumption of our model is that there is a significant causal relationship between the olfactory stimulus and affective responses (in particular mood), a relation between olfactory stimuli and perceived service quality and a relationship between affective responses and the perceived service quality.The main findings of our research is, despite some opposite literature view, that the mere presence of a scent doesn’t lead to important changes in customers moods, while it seems to lead to changes in evaluating the service quality, in presence of positive customer mood, thus influencing customer satisfaction. These results can help to deepen the understanding of the phenomena and guide managerial implementations in this direction.
Servicescape, olfactory stimuli and consumer behavior in the hospitality sector: some empirical evidences
DEL GATTO, Stefania;DE VITA, Paolo
2014-01-01
Abstract
The main assumption of our model is that there is a significant causal relationship between the olfactory stimulus and affective responses (in particular mood), a relation between olfactory stimuli and perceived service quality and a relationship between affective responses and the perceived service quality.The main findings of our research is, despite some opposite literature view, that the mere presence of a scent doesn’t lead to important changes in customers moods, while it seems to lead to changes in evaluating the service quality, in presence of positive customer mood, thus influencing customer satisfaction. These results can help to deepen the understanding of the phenomena and guide managerial implementations in this direction.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
