Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/45118
Title: Effects of physical environment and locus of control on service evaluation: A replication and extension
Authors: Leong, S.M. 
Ang, S.H. 
Hui Lin Low, L.
Keywords: Control
Environment
Service evaluation
Issue Date: 1997
Source: Leong, S.M.,Ang, S.H.,Hui Lin Low, L. (1997). Effects of physical environment and locus of control on service evaluation: A replication and extension. Journal of Retailing and Consumer Services 4 (4) : 231-237. ScholarBank@NUS Repository.
Abstract: As a replication and extension, this study empirically tested Bitner's (1990, Journal of Marketing 54, 69-82) model of consumer service evaluation using Singaporean subjects. It investigated the effects of a service failure, physical environment, and attribution on customer evaluation of and satisfaction with the service. The experimental findings showed that consumers engaged in causal inferences when they evaluated the service. Specifically, in cases of service failure, consumers were more dissatisfied when they perceived that the service firm had more control over the cause, and when the failure was recurring vis-à-vis a rare event. Consumers also tended to attribute service failure to a lack of control on the part of the service firm when the failure occurred in a more pleasant environment. The results also showed that satisfaction with the service resulted in perception of higher service quality. Although the physical environment affects perception of service quality, it was mediated by attribution and satisfaction. © 1997 Elsevier Science Ltd.
Source Title: Journal of Retailing and Consumer Services
URI: http://scholarbank.nus.edu.sg/handle/10635/45118
ISSN: 09696989
Appears in Collections:Staff Publications

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