Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants

Restaurant servicescape domain consists of physical and social aspects. Surprisingly, both aspects have been studied independently. This study aims to investigate the unanimous effects of servicescape on consumer behaviour in a full-service context (Malaysia) through the mediating and moderating eff...

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Autores principales:	Muhammad Asghar Ali, Ding Hooi Ting, Lina Salim, Muhammad Ahmad-Ur-Rehman
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	servicescape perceived crowding social servicescape physical servicescape full-service restaurants ewom re-purchase intentions Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/2ce73848138a46fa916f03b43fa9844f
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spelling	oai:doaj.org-article:2ce73848138a46fa916f03b43fa9844f2021-12-02T18:23:51ZInfluence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants2331-197510.1080/23311975.2021.1924923https://doaj.org/article/2ce73848138a46fa916f03b43fa9844f2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1924923https://doaj.org/toc/2331-1975Restaurant servicescape domain consists of physical and social aspects. Surprisingly, both aspects have been studied independently. This study aims to investigate the unanimous effects of servicescape on consumer behaviour in a full-service context (Malaysia) through the mediating and moderating effects of customer satisfaction and perceived crowding. Online survey method was used for data collection. 300 respondents completed and returned the questionnaire. Only 200 properly filled responses were subjected to data analysis using the Smart PLS-SEM technique. Based on the results, servicescape (3rd order construct) directly influenced eWOM and repurchase intentions. An indirect effect through partial mediation of customer satisfaction was also found. Furthermore, perceived crowding positively moderated the relationship between servicescape and customer satisfaction. Limited number of studies have investigated the holistic effects of servicescape on consumption evaluation and consumer behaviour. This is the first study on full-service restaurant context, investigating servicescape as a higher-order construct. Full-service restaurants need to be conscious of servicescape elements to maintain an acceptable level of crowding and to positively influence consumer behaviour.Muhammad Asghar AliDing Hooi TingLina SalimMuhammad Ahmad-Ur-RehmanTaylor & Francis Grouparticleservicescapeperceived crowdingsocial servicescapephysical servicescapefull-service restaurantsewomre-purchase intentionsBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	servicescape perceived crowding social servicescape physical servicescape full-service restaurants ewom re-purchase intentions Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	servicescape perceived crowding social servicescape physical servicescape full-service restaurants ewom re-purchase intentions Business HF5001-6182 Management. Industrial management HD28-70 Muhammad Asghar Ali Ding Hooi Ting Lina Salim Muhammad Ahmad-Ur-Rehman Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
description	Restaurant servicescape domain consists of physical and social aspects. Surprisingly, both aspects have been studied independently. This study aims to investigate the unanimous effects of servicescape on consumer behaviour in a full-service context (Malaysia) through the mediating and moderating effects of customer satisfaction and perceived crowding. Online survey method was used for data collection. 300 respondents completed and returned the questionnaire. Only 200 properly filled responses were subjected to data analysis using the Smart PLS-SEM technique. Based on the results, servicescape (3rd order construct) directly influenced eWOM and repurchase intentions. An indirect effect through partial mediation of customer satisfaction was also found. Furthermore, perceived crowding positively moderated the relationship between servicescape and customer satisfaction. Limited number of studies have investigated the holistic effects of servicescape on consumption evaluation and consumer behaviour. This is the first study on full-service restaurant context, investigating servicescape as a higher-order construct. Full-service restaurants need to be conscious of servicescape elements to maintain an acceptable level of crowding and to positively influence consumer behaviour.
format	article
author	Muhammad Asghar Ali Ding Hooi Ting Lina Salim Muhammad Ahmad-Ur-Rehman
author_facet	Muhammad Asghar Ali Ding Hooi Ting Lina Salim Muhammad Ahmad-Ur-Rehman
author_sort	Muhammad Asghar Ali
title	Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
title_short	Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
title_full	Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
title_fullStr	Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
title_full_unstemmed	Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants
title_sort	influence of servicescape on behavioural intentions through mediation and moderation effects: a study on malaysia’s full-service restaurants
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/2ce73848138a46fa916f03b43fa9844f
work_keys_str_mv	AT muhammadasgharali influenceofservicescapeonbehaviouralintentionsthroughmediationandmoderationeffectsastudyonmalaysiasfullservicerestaurants AT dinghooiting influenceofservicescapeonbehaviouralintentionsthroughmediationandmoderationeffectsastudyonmalaysiasfullservicerestaurants AT linasalim influenceofservicescapeonbehaviouralintentionsthroughmediationandmoderationeffectsastudyonmalaysiasfullservicerestaurants AT muhammadahmadurrehman influenceofservicescapeonbehaviouralintentionsthroughmediationandmoderationeffectsastudyonmalaysiasfullservicerestaurants
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Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants

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