کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1010504 | 1482532 | 2006 | 18 صفحه PDF | دانلود رایگان |
![عکس صفحه اول مقاله: The collective impact of service workers and servicescape on the corporate image formation The collective impact of service workers and servicescape on the corporate image formation](/preview/png/1010504.png)
The purpose of this article is to test the impact of cues related to service workers and servicescape on the perception of corporate image by clients in hospitality services. With data collected from two service industries, namely 409 customers of a hotel and 277 clients of a travel agency, and the use of hierarchical multiple regression analysis capable of detecting higher-order and interaction terms, our study reveals a curvilinear relationship with corporate image for service workers and a linear relationship for servicescape. Moreover, the results showed a significant main effect of both service workers and servicescape, as well as their interactive effects on corporate image. The managerial and research implications of the reported study are discussed.
Journal: International Journal of Hospitality Management - Volume 25, Issue 2, June 2006, Pages 227–244