Servicescape and customer behavioral intentions – A study in the aviation sector

Servicescape and customer behavioral intentions – A study in the aviation sector

This study aims to identify the servicescape factors that influence behavior intention through pas-sengers' emotions in the aviation sector.. Based on the S-O-R (Stimulus-Organism-Response) the-oretical framework and a review of prior research, the authors proposed a suitable research modeland...

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Những tác giả chính: Nguyễn, Văn Anh, Nguyễn, Thị Phương Thảo, Hien L.T.T, Anh B.N.H
Định dạng: Journal article
Ngôn ngữ:Vietnamese
Được phát hành: VNUHCM Publisher 2024
Những chủ đề:
Servicescape, Airport, Behavioral intention, Covid-19
Truy cập trực tuyến:https://scholar.dlu.edu.vn/handle/123456789/3592
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Thư viện lưu trữ: Thư viện Trường Đại học Đà Lạt
id oai:scholar.dlu.edu.vn:123456789-3592
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spelling oai:scholar.dlu.edu.vn:123456789-35922024-10-01T09:43:08Z Servicescape and customer behavioral intentions – A study in the aviation sector Nguyễn, Văn Anh Nguyễn, Thị Phương Thảo Hien L.T.T Anh B.N.H Servicescape, Airport, Behavioral intention, Covid-19 This study aims to identify the servicescape factors that influence behavior intention through pas-sengers' emotions in the aviation sector.. Based on the S-O-R (Stimulus-Organism-Response) the-oretical framework and a review of prior research, the authors proposed a suitable research modeland tested it through a survey of 300 customers who had experienced services at an airport usingconvenience sampling. Using Structural Equation Modeling (SEM) techniques, the results indicatethat the factors of the servicescape, including spatial, aesthetic, safety, and social aspects, signif-icantly impact the formation of customer emotions, both positive and negative. These emotionscontribute toshaping their future behavioralintentions. Thus, the study's findings further affirm theroleoftheS-O-Rtheoryinexplainingthestimulationmechanismsoftheservicespacetoshapecus-tomer behavior in the context of the aviation industry. Based on these findings, the study proposesseveral managerial implications, highlighting the need to invest in aspects of the servicescape atairports to gradually enhance customer behavioral intentions. 8 3 1-13 2024-10-01T09:42:56Z 2024-10-01T09:42:56Z 2024-09-29 Journal article Bài báo đăng trên tạp chí trong nước (có ISSN), bao gồm book chapter https://scholar.dlu.edu.vn/handle/123456789/3592 vi VNUHCM Journal of Economics, Business and Law 2588-1051 VNUHCM Publisher Việt Nam
institution Thư viện Trường Đại học Đà Lạt
collection Thư viện số
language Vietnamese
topic Servicescape, Airport, Behavioral intention, Covid-19
spellingShingle Servicescape, Airport, Behavioral intention, Covid-19
Nguyễn, Văn Anh
Nguyễn, Thị Phương Thảo
Hien L.T.T
Anh B.N.H
Servicescape and customer behavioral intentions – A study in the aviation sector
description This study aims to identify the servicescape factors that influence behavior intention through pas-sengers' emotions in the aviation sector.. Based on the S-O-R (Stimulus-Organism-Response) the-oretical framework and a review of prior research, the authors proposed a suitable research modeland tested it through a survey of 300 customers who had experienced services at an airport usingconvenience sampling. Using Structural Equation Modeling (SEM) techniques, the results indicatethat the factors of the servicescape, including spatial, aesthetic, safety, and social aspects, signif-icantly impact the formation of customer emotions, both positive and negative. These emotionscontribute toshaping their future behavioralintentions. Thus, the study's findings further affirm theroleoftheS-O-Rtheoryinexplainingthestimulationmechanismsoftheservicespacetoshapecus-tomer behavior in the context of the aviation industry. Based on these findings, the study proposesseveral managerial implications, highlighting the need to invest in aspects of the servicescape atairports to gradually enhance customer behavioral intentions.
format Journal article
author Nguyễn, Văn Anh
Nguyễn, Thị Phương Thảo
Hien L.T.T
Anh B.N.H
author_facet Nguyễn, Văn Anh
Nguyễn, Thị Phương Thảo
Hien L.T.T
Anh B.N.H
author_sort Nguyễn, Văn Anh
title Servicescape and customer behavioral intentions – A study in the aviation sector
title_short Servicescape and customer behavioral intentions – A study in the aviation sector
title_full Servicescape and customer behavioral intentions – A study in the aviation sector
title_fullStr Servicescape and customer behavioral intentions – A study in the aviation sector
title_full_unstemmed Servicescape and customer behavioral intentions – A study in the aviation sector
title_sort servicescape and customer behavioral intentions – a study in the aviation sector
publisher VNUHCM Publisher
publishDate 2024
url https://scholar.dlu.edu.vn/handle/123456789/3592
_version_ 1813142643849297920

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