Eduscape: The effects of servicescapes and emotions in academic learning environments

Conceptual and empirical studies on the impact of physical environments in educational settings are lacking. In comparison, consumption environments research has a rich history. In this paper we bring together these two research streams to develop (Study 1) and test (Study 2) an ‘Eduscape’ model of the effects of emotions and servicescape factors in higher education settings. Study 1 (423 students) explores aspects of the physical environment. Building on Study 1, Study 2 uses structural equation modelling (209 students) to test the proposed conceptual model. The results highlight that comfort, temperature/humidity, functionality/design and acoustics/visual features are key in determining students’ pleasure within the environment. Although Study 1 highlights that cleanliness/upkeep is important to students, Study 2 does not find statistical support for this association. The proposed model also emphasizes the links between students’ pleasure derived from the environment and their satisfaction, engagement/involvement and approach behaviour.

[1]  Mandy Magro.  Moment Of Truth , 2017 .

[2]  Charles Teddlie,et al.  Mixed Methods Sampling A Typology With Examples , 2016 .

[3]  John L. Hall,et al.  The interactional effects of the internal and external university environment, and the influence of personal values, on satisfaction among international postgraduate students , 2013 .

[4]  A. Kuntz.  Reconsidering the workplace: faculty perceptions of their work and working environments , 2012 .

[5]  A. Lowrie,et al.  This thing called marketisation , 2011 .

[6]  Long W. Lam,et al.  Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. , 2011 .

[7]  Carola Raab,et al.  A Little More Noise and a Little Less Conversation? Ambient Noise in Restaurants , 2011 .

[8]  C. Novak,et al.  Effects of Sound Pressure Levels and Sensitivity to Noise on Mood and Behavioral Intent in a Controlled Fine Dining Restaurant Environment , 2010 .

[9]  Wei Wang,et al.  Contour Features Based Comfort Evaluation Criterion on School Chair Surface , 2010 .

[10]  Lina Liu,et al.  Research on Data Model of Electronic Medical Record Based on XML , 2010 .

[11]  Hyejeong Kim,et al.  E‐atmosphere, emotional, cognitive, and behavioral responses , 2010 .

[12]  Robert D. Melara,et al.  Adapting to a retail environment: Modeling consumer–environment interactions , 2010 .

[13]  Michael J. Tews,et al.  Learner Engagement: A New Perspective for Enhancing Our Understanding of Learner Motivation and Workplace Learning , 2010 .

[14]  Shaked Gilboa,et al.  The Effect of Servicescape Cleanliness on Customer Reactions , 2010 .

[15]  L. Harris,et al.  Dysfunctional Customer Behavior Severity: An Empirical Examination , 2009 .

[16]  Peter Vink,et al.  Effects of differences in office chair controls, seat and backrest angle design in relation to tasks. , 2009, Applied ergonomics.

[17]  S. Jang,et al.  Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants , 2009 .

[18]  A. Wilkins,et al.  Lighting and discomfort in the classroom , 2009 .

[19]  Stephen Newman,et al.  Marketisation of education: marketing, rhetoric and reality , 2009 .

[20]  Bruce Morland.  Resource reviews , 2009 .

[21]  Valkiria Durán-Narucki.  School building condition, school attendance, and academic achievement in New York City public schools : A mediation model , 2008 .

[22]  Nusser A. Raajpoot,et al.  The role of gender and work status in shopping center patronage , 2008 .

[23]  Robert C. Ford,et al.  A service-dominant logic for management education: It's time , 2008 .

[24]  Aron O'Cass,et al.  Understanding the role of retail store service in light of self-image-store image congruence , 2008 .

[25]  C. Ham,et al.  Lessons from America. , 2008, The Health service journal.

[26]  Kisang Ryu,et al.  DINESCAPE: A Scale for Customers' Perception of Dining Environments , 2008 .

[27]  L. Harris,et al.  Servicescape and loyalty intentions: an empirical investigation , 2008 .

[28]  J. Ben Arbaugh,et al.  Introduction: Blended Learning: Research and Practice , 2008 .

[29]  Michael G. Pratt,et al.  4 The Physical Environment in Organizations , 2007 .

[30]  Paul Temple,et al.  Learning spaces for the 21st century: a review of the literature , 2007 .

[31]  Daniel Read,et al.  Time and the marketplace , 2007 .

[32]  D. Kolb,et al.  Learning Styles and Learning Spaces: Enhancing Experiential Learning in Higher Education , 2005 .

[33]  J. Connell,et al.  Relationships matter: linking teacher support to student engagement and achievement. , 2004, The Journal of school health.

[34]  S Broderick,et al.  CENTER OF ATTENTION , 2004 .

[35]  Russell Williams,et al.  From servicescape to “cyberscape” , 2004 .

[36]  Arthur G. Bedeian,et al.  The Gift of Professional Maturity , 2004 .

[37]  Anthony F. Lucas.  The Determinants and Effects of Slot Servicescape Satisfaction in a Las Vegas Hotel Casino , 2003 .

[38]  Michael J. Armstrong.  Students as Clients: A Professional Services Model for Business Education , 2003 .

[39]  Peter Case,et al.  Rethinking the internationalisation agenda in UK higher education , 2003 .

[40]  John T. E. Richardson,et al.  Academic Engagement and Perceptions of Quality in Distance Education , 2003 .

[41]  M. Lamb.  Child Development and the Law , 2003 .

[42]  I. Rose.  Status of Gambling Laws , 2003 .

[43]  W. P. Ferris.  Students as Junior Partners, Professors as Senior Partners, the B-School as the Firm: A New Model for Collegiate Business Education , 2002 .

[44]  Dj Carter,et al.  User attitudes toward occupant controlled office lighting , 2002 .

[45]  D. Rowley.  Resource ReviewEducating by Design, by StrangeC. Carney and BanningJames H. San Francisco: Jossey-Bass, 2001. 251 pages, hard cover. , 2002 .

[46]  Nha Nguyen,et al.  Contact personnel, physical environment and the perceived corporate image of intangible services by new clients , 2002 .

[47]  Bjørn Stensaker,et al.  Student Satisfaction: Towards an empirical deconstruction of the concept , 2002 .

[48]  C. Greenwood,et al.  Academic Engagement: Current Perspectives on Research and Practice , 2002 .

[49]  K. Machleit,et al.  Emotional response and shopping satisfaction Moderating effects of shopper attributions , 2001 .

[50]  R. E. Milliman,et al.  Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence , 2000 .

[51]  H. M. Marks,et al.  Student Engagement in Instructional Activity: Patterns in the Elementary, Middle, and High School Years , 2000 .

[52]  R. Prentice,et al.  Tourists’ Recollections of Quality in Museums: A Servicescape Without People? , 2000 .

[53]  A. Astin.  Student involvement: A developmental theory for higher education. , 1999 .

[54]  Jennifer Rowley,et al.  The retail experience in airport departure lounges: reaching for timelessness and placelessness , 1999 .

[55]  Kirk L. Wakefield,et al.  The effect of the servicescape on customers’ behavioral intentions in leisure service settings , 1996 .

[56]  Mary Jo Bitner,et al.  Building service relationships: It’s all about promises , 1995 .

[57]  Laurette Dubé,et al.  The effects of background music on consumers' desire to affiliate in buyer‐seller interactions , 1995 .

[58]  R. Sapsford,et al.  Issues of gender and servicescape: marketing UK public houses to women , 1995 .

[59]  J. Zaichkowsky.  The Personal Involvement Inventory: Reduction, Revision, and Application to Advertising , 1994 .

[60]  R. Donovan.  Store atmosphere and purchasing behavior , 1994 .

[61]  Kirk L. Wakefield,et al.  The Importance of Servicescapes in Leisure Service Settings , 1994 .

[62]  Bo Edvardsson,et al.  Service Break-Downs a Study of Critical Incidents in an Airline , 1992 .

[63]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[64]  Scott Dawson,et al.  Pleasure and arousal in the marketplace: Interpersonal differences in approach-avoidance responses , 1990 .

[65]  D. Andrus.  Office Atmospherics and Dental Service Satisfaction , 1986 .

[66]  J. Russell.  A circumplex model of affect. , 1980 .

[67]  W. Garms,et al.  Fifteen Thousand Hours: Secondary Schools and Their Effects on Children , 1980 .

[68]  F Warren,et al.  Responses , 1978 .

[69]  I. Ajzen,et al.  Attitude-behavior relations: A theoretical analysis and review of empirical research. , 1977 .

[70]  James A. Russell,et al.  Environmental Variables in Consumer Research , 1976 .

[71]  Seunghae Lee,et al.  Evaluating Serviceability of Healthcare Servicescapes: Service Design Perspective , 2011 .

[72]  G. Evans,et al.  Child development and the physical environment. , 2006, Annual review of psychology.

[73]  T. Books,et al.  The Sunday times magazine , 2003 .

[74]  George D. Kuh,et al.  Being (Dis)Engaged in Educationally Purposeful Activities: The Influences of Student and Institutional Characteristics , 2002 .

[75]  C. Anderson,et al.  Temperature and Aggression: Paradox, Controversy, and a (Fairly) Clear Picture , 1998 .

[76]  B F Rogers,et al.  It's time. , 1989, Nursing.

[77]  J. Rossiter,et al.  Store atmosphere: an environmental psychology approach , 1982 .

[78]  P. Kotler.  Atmospherics as a Marketing Tool , 1974 .

[79]  J. Russell,et al.  An approach to environmental psychology , 1974 .