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THE IMPLICATION OF SERVICESCAPE, EMOTION AND TRUST TO A POSITIVE CUSTOMER SERVICE EXPERIENCE:WELLNESS SPA CONTEXT IN THE U.S.A
International Journal of Service Management and Sustainability
This article examined the antecedents of a positive wellness service experience by identifying factors leading to customers' positive wellness service experience. This study proposes that servicescape has a positive relationship with the service experience, and that servicescape may strengthen the effects of emotion and trust. The research hypotheses were tested with data collected directly from customers of a spa located in the Midwestern United States. A multiple regression analysis wasdoi:10.24191/ijsms.v1i1.6025 fatcat:h5iu4qa4xzgujmax54anbm5ogm