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Open Access research which pushes advances in bionanotechnology

Strathprints makes available scholarly Open Access content by researchers in the Strathclyde Institute of Pharmacy & Biomedical Sciences (SIPBS) , based within the Faculty of Science.

SIPBS is a major research centre in Scotland focusing on 'new medicines', 'better medicines' and 'better use of medicines'. This includes the exploration of nanoparticles and nanomedicines within the wider research agenda of bionanotechnology, in which the tools of nanotechnology are applied to solve biological problems. At SIPBS multidisciplinary approaches are also pursued to improve bioscience understanding of novel therapeutic targets with the aim of developing therapeutic interventions and the investigation, development and manufacture of drug substances and products.

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A multilevel investigation into the impact of servicescapes on the service encounter

Karantinou, Kalipso and Kaminakis, Kostas and Gounaris, Spiros (2014) A multilevel investigation into the impact of servicescapes on the service encounter. In: 43rd EMAC Annual Conference, 2014-06-03 - 2014-06-06.

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Abstract

The majority of studies on servicescapes focus on the customer side neglecting the important impact on the employee side. Furthermore, no study has ever empirically validated the notion that service atmospherics can enhance or constrain the employee-customer interaction. This is the first study to introduce a multilevel framework examining the impact of servicescapes on both sides of the service encounter and their interaction and involving data collection from both customers and employees. The SEM and HLM analyses demonstrate that customers' interaction quality perceptions can be both directly and indirectly affected by servicescape perceptions. In this context, employees’ organizational citizenship behaviors impact is examined and found to be affected by servicescape perceptions.