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Therapeutic servicescapes: Restorative and relational resources in service settings
Saint Xavier University, USA.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). (CTF)ORCID iD: 0000-0002-7475-680X
Externado University, Colombia.
Aarhus University, Denmark.ORCID iD: 0000-0002-0283-8777
2020 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 55, article id 102078Article in journal (Refereed) Published
Abstract [en]

This article introduces the concept of 'therapeutic servicescapes' to the retailing and services discipline. In the health literature, therapeutic landscapes emerge when physical and social conditions in a geographically bounded space combine to produce an atmosphere that is conducive to human well-being. Traditionally, therapeutic landscapes have been associated with natural and leisure settings, such as parks, green spaces, and beaches. This work breaks new ground in the marketing domain by linking therapeutic landscapes to commercial retail establishments. This study empirically demonstrates the extent to which physical and social conditions may combine in a customer-centric grocery store to positively enhance customers' well-being and promote feelings of attachment to the establishment. Furthermore, this study reveals that customers' future behavioral intention are driven by the store's impact on their well-being and their desire to maintain 'place attachment.' From a managerial perspective, this work recommends that retail and consumer service organizations facing online competition focus on creating architectural and human resource conditions that promote consumer well-being and place attachment.

Place, publisher, year, edition, pages
Elsevier, 2020. Vol. 55, article id 102078
Keywords [en]
Servicescapes, Place attachment, Therapeutic landscapes, Grocery stores, Transformative service research
National Category
Other Social Sciences
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-77489DOI: 10.1016/j.jretconser.2020.102078ISI: 000541165700014Scopus ID: 2-s2.0-85079623399OAI: oai:DiVA.org:kau-77489DiVA, id: diva2:1423825
Available from: 2020-04-15 Created: 2020-04-15 Last updated: 2023-06-21Bibliographically approved

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Friman, MargaretaOtterbring, Tobias

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Language
  • de-DE
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  • nn-NB
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