Picture of UK Houses of Parliament

Leading national thinking on politics, government & public policy through Open Access research

Strathprints makes available scholarly Open Access content by researchers in the School of Government & Public Policy, based within the Faculty of Humanities & Social Sciences.

Research here is 1st in Scotland for research intensity and spans a wide range of domains. The Department of Politics demonstrates expertise in understanding parties, elections and public opinion, with additional emphases on political economy, institutions and international relations. This international angle is reflected in the European Policies Research Centre (EPRC) which conducts comparative research on public policy. Meanwhile, the Centre for Energy Policy provides independent expertise on energy, working across multidisciplinary groups to shape policy for a low carbon economy.

Explore the Open Access research of the School of Government & Public Policy. Or explore all of Strathclyde's Open Access research...

Hospitality servicescape effects on customer-employee interactions : a multilevel study

Kaminakis, Kostas and Karadinou, Kalipso and Koritos, Christos and Gounaris, Spiros (2019) Hospitality servicescape effects on customer-employee interactions : a multilevel study. Tourism Management, 72. pp. 130-144. ISSN 0261-5177

[img] Text (Koritos-etal-TM-2018-Hospitality-servicescape-effects-on-customer-employee-interactions)
Accepted Author Manuscript
Restricted to Repository staff only until 14 November 2020.
License: Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 logo

Download (544kB) | Request a copy from the Strathclyde author


    Servicescapes are the manmade environments where hospitality activities, such as dining and lodging, occur. For more than two decades tourism and hospitality research has sought to understand the impact of hospitality servicescapes, primarily on hospitality customers and, to a lesser degree, on hospitality customer-contact employees. So far no empirical study has investigated, however, how servicescapes affect the interactions of customers with employees; there is therefore no empirical evidence that hospitality servicescapes can contribute to mutually satisfying encounters between customers and employees. We explore this question within the context of full-service restaurants by measuring the perceptions and attitudes of both customers and the waiters/waitresses who served them within the same restaurant servicescape. Results from our multilevel analytical approach demonstrate that servicescapes significantly and systematically affect interactions between restaurant customers and the waiters/waitresses interacted with them. The implications of these findings for theory and practice within tourism and hospitality are discussed.