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The Major Impacts of Servicescape on Employees’ Commitment: A Case Study: Mobile Communication Company of Iran (MCI)
Linköping University, Department of Management and Engineering, Business Administration.
Linköping University, Department of Management and Engineering, Business Administration.
2018 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

There are some studies that support the influence of physical surrounding (servicescape) on the attitudes of employees (e.g. job satisfaction), and, those studies were specifically performed on the scope of some characteristics of servicescape. Besides, they have not described the processes that the servicescape affects the attitude through them as well as the outcomes beneficial to service companies created by these attitudes.

This study specifically discussed the impact of three common elements of the servicescape, including convenience, safety, and pleasantness on two critical elements of the service providers’ job, including job stress and job satisfaction. Therefore, these two elements have a direct impact on two other elements, namely, commitment to the firm and referral intentions.

We conducted a study and its report presented a primary understanding of this correlation and encouraged a more comprehensive study on this issue. The role of services varies significantly in people demands and the environmental conditions of the workplace. For example, nurses and gardeners both lay in the categorization of ‘service workers’ but the requirement of their job and the time they need to stay at their workplace are completely different. Therefore, we conducted a challenging service jobs study, which operated in a single facility of the branded telecommunication shops to identify the impact of physical setting factors. Results presented initial evidence that focused on the significant perceptual dimensions of the servicescape that require to be reflected on its initial plan. Our research also indicated and described the process through which the outcomes of employees’ behavioral might affect by these dimensions in the process and distinguish the functions of the dimensions.

In this study, we were looking for putting together both conceptual and empirical portions to verify and support the literature of service environment studies. First, we presented the theory of service provider experience. Then, we submitted a model of the impact of the servicescape on people operating to ask for service work and to explain the findings of checking this conceptual model. At last, we discussed the results and concluded this research with some suggestions for future study.

Place, publisher, year, edition, pages
2018. , p. 109
Keywords [en]
Physical Surroundings, Telecom Shops, Job Stress, Employee Efficiency, Job Satisfaction, Service Marketing
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-150078ISRN: LIU-IEI-TEK-A--18/03217--SEOAI: oai:DiVA.org:liu-150078DiVA, id: diva2:1237580
Subject / course
Master Thesis in Business Administration
Supervisors
Examiners
Available from: 2019-05-16 Created: 2018-08-09 Last updated: 2019-05-16Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf