6533b821fe1ef96bd127c09f

RESEARCH PRODUCT

How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events

Amparo Cervera-tauletBerta Tubillejas-andrésHaydeé Calderón García

subject

Consumption (economics)Mediation (Marxist theory and media studies)Opera05 social sciencesConsumer satisfactionResearch modelTourism Leisure and Hospitality Management0502 economics and business050211 marketingPerforming artsPsychologySocial psychologyServicescape050212 sport leisure & tourismConsumer behaviour

description

Abstract The purpose of this study is to examine how emotions mediate the impact of a holistic servicescape -physical and social- on post-consumption outcomes in the performing arts. Partial Least Square (PLS) was conducted to test the mediation hypothesized relationships on a sample of 867 opera goers. The proposed research model was largely supported by the evidence, and the mediating role of emotions was confirmed. Servicescape influences direct and indirectly attendees' post consumption in opera given that emotions play a partial mediating role which is greater in the case of positive emotions. Based on the results, this study offers specific theoretical and managerial implications concerning the importance of creating positive experiences through suitable servicescapes considering emotions.

yearjournalcountryeditionlanguage
2020-04-01Tourism Management Perspectives
https://doi.org/10.1016/j.tmp.2020.100660