How service seasons the experience: Measuring hospitality servicescapes

Hospitality servicescapes incorporate physical complexity and social interaction. These two features are often measured separately but rarely measured together in attempts to uncover consumer perceptions within these settings. A psychometric scale developed within the restaurant setting shows a five-dimensional structure for capturing the personality of a hospitality setting. In contrast to attribute-based measures, this measurement approach highlights the importance of service interactions in shaping consumer perceptions. The items proposed account for the dynamism of the setting including the heterogeneity possible due to high service levels. The scale indicates how certain consumer perceptions, as outlined in the dimensions of the proposed scale, are likely to influence consumer outcome behaviors. Managerially, the scale provides a more precise understanding of consumer perceptions within restaurants. As such, the scale can serve as an interesting positioning tool as well a method to evaluate consumer perceptions of restaurants.

► We examine a hospitality service using a personality-based approach
► Restaurants can be measured on five dimensions encompassing both the environmental and the service perceptions of consumers.
► We propose a complete and complex tool for restaurant managers to use when gauging consumer perceptions, positioning their restaurant, and better understanding competition.