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Social and spatial influence of customers on other customers in the social-servicescape

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  • Tombs, Alastair G.
  • McColl-Kennedy, Janet R.

Abstract

Drawing on Social Facilitation theory and Affiliative Conflict theory, this three study paper investigates the social and spatial influence customers have on other customers present in a social servicescape–cafes. Unobtrusive, naturalistic observation is used to identify, categorise and evaluate the behaviour of customers on other customers across two empirical studies. In total 242 episodes were observed and analysed from 40 separate observation sessions, ranging from 60 to 150min across three settings. A third study, comprised of four focus groups explores the why of the observed behaviours of Studies 1 and 2, and supports their key findings.

Suggested Citation

  • Tombs, Alastair G. & McColl-Kennedy, Janet R., 2010. "Social and spatial influence of customers on other customers in the social-servicescape," Australasian marketing journal, Elsevier, vol. 18(3), pages 120-131.
    • Handle: RePEc:eee:aumajo:v:18:y:2010:i:3:p:120-131
    DOI: 10.1016/j.ausmj.2010.04.001
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    Cited by:

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    3. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
    4. Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes, 2021. "The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 391-444, September.
    5. Huan Sun & Shaofeng Wu & Yanning Li & Guangquan Dai, 2019. "Tourist-to-Tourist Interaction at Festivals: A Grounded Theory Approach," Sustainability, MDPI, vol. 11(15), pages 1-15, July.
    6. Lee, Jacob C. & Kim, Jungkeun & Kwak, Kyuseop, 2018. "A multi-attribute examination of consumer conformity in group-level ordering," Australasian marketing journal, Elsevier, vol. 26(1), pages 41-48.
    7. Uhrich, Sebastian & Tombs, Alastair, 2014. "Retail customers' self-awareness: The deindividuation effects of others," Journal of Business Research, Elsevier, vol. 67(7), pages 1439-1446.
    8. Jennifer Robinson & Marta Sinclair & Jutta Tobias & Ellen Choi, 2017. "More Dynamic Than You Think: Hidden Aspects of Decision-Making," Administrative Sciences, MDPI, vol. 7(3), pages 1-29, July.
    9. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.
    10. Pöppel, Jürgen & Finsterwalder, Jörg & Laycock, Rebecca A., 2018. "Developing a film-based service experience blueprinting technique," Journal of Business Research, Elsevier, vol. 85(C), pages 459-466.
    11. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    12. Uhrich, Sebastian, 2011. "Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 405-413.
    13. Luck, Michael & Benkenstein, Martin, 2015. "Consumers between supermarket shelves: The influence of inter-personal distance on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 104-114.

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