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    <title>EconStor Collection:</title>
    <link>https://hdl.handle.net/10419/58194</link>
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        <rdf:li rdf:resource="https://hdl.handle.net/10419/149033" />
        <rdf:li rdf:resource="https://hdl.handle.net/10419/149031" />
        <rdf:li rdf:resource="https://hdl.handle.net/10419/149029" />
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    <dc:date>2026-04-28T11:39:20Z</dc:date>
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  <item rdf:about="https://hdl.handle.net/10419/149033">
    <title>The scentscape: An integrative framework describing scents in servicescapes</title>
    <link>https://hdl.handle.net/10419/149033</link>
    <description>Title: The scentscape: An integrative framework describing scents in servicescapes
Authors: Girard, Marc; Girard, Anna; Suppin, Anna-Caroline; Bartsch, Silke
Abstract: The systematic use of ambient scents is a trend in service companies that is accompanied by increasing research attention. However, we lack a theoretical framework that ad-dresses ambient scents' specific role in physical surroundings of services. Thus, this article develops the 'scentscape', a model that describes the process of olfactory stimulation and its impacts on customers and employees in service environments. The paper extends Bitner's servicescape model (1992) and combines it with Gulas and Bloch's (1995) model of the influence of ambient scent, while integrating further results from a literature review in scent-related sciences. The paper consolidates existing theory into a holistic framework and discusses present inconsistent findings. The scentscape illustrates different scent sources, provides an overview of the process of scent perception and evoked internal and behavioral reactions in a servicescape. We derive 11 key findings, which need to be considered by managers and scientists when using / investigating scents in service environments. We identify key determinants and independencies to be considered by service academics and provide a wide range of future research directions. We provide crucial facts to guide practitioners in integrating ambient scents in service settings. The scentscape illustrates that the olfactory situation in an environment will influence individuals through their perceived air quality even if no ambient scents are introduced into the servicescape. Therefore, an active indoor air quality management should be generally a key task for managers, in order to avoid the potential negative impact of an unpleasant olfactory experience - and focus of further research.</description>
    <dc:date>2016-01-01T00:00:00Z</dc:date>
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  <item rdf:about="https://hdl.handle.net/10419/149031">
    <title>Understanding the effects of the presence of others in the service environment: A literature review</title>
    <link>https://hdl.handle.net/10419/149031</link>
    <description>Title: Understanding the effects of the presence of others in the service environment: A literature review
Authors: Albrecht, Kathrin
Abstract: Sharing the same service environment leads to direct and indirect interactions between customers that can either enhance or damage a customer's service experience. Especially in situations where customers are observing complaint situations of others, negative effects can be transmitted to the observing party, thus posing a considerable threat to the service provider. Although many research studies have examined the presence of other customers in a service context, a literature review systemizing both theoretical and empirical findings is still lacking. Through the current literature analysis three contextual factors have evolved that affect customerto-customer interactions during service encounters in the service environment, i.e. customer-related factors, firm-related factors and encounter-related factors. Finally, four avenues of future research are exposed with regard to the contextual factors. Moreover, this article helps managers to carefully design their customer experience initiatives with regard to socially present other customers in the service environment.</description>
    <dc:date>2016-01-01T00:00:00Z</dc:date>
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  <item rdf:about="https://hdl.handle.net/10419/149029">
    <title>Customer participation in the customization of services: Effects on satisfaction and behavioral intentions</title>
    <link>https://hdl.handle.net/10419/149029</link>
    <description>Title: Customer participation in the customization of services: Effects on satisfaction and behavioral intentions
Authors: Straus, Lennart; Robbert, Thomas; Roth, Stefan
Abstract: Customers' evaluation of the service process has important implications for service providers. However, research on customer participation at the specification stage of a customization process and its effects on the evaluation of the process and service outcome is still scarce. This paper analyzes the effect of customer participation in a scenario experiment with two measurement points in which customers and salespeople collectively customize a service offering according to customers' needs. We find that customer participation has a positive impact on satisfaction and behavioral intentions irrespective of the actual service outcome. Even for negative service experiences, participating customers are significantly more satisfied than customers who played a rather passive role at the specification stage of the service process.</description>
    <dc:date>2016-01-01T00:00:00Z</dc:date>
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  <item rdf:about="https://hdl.handle.net/10419/149032">
    <title>Exit strategies of loyalty programs</title>
    <link>https://hdl.handle.net/10419/149032</link>
    <description>Title: Exit strategies of loyalty programs
Authors: Rehnen, Lena Marie
Abstract: Loyalty programs are a widespread marketing tool whose contribution to a company's economic success is still being questioned. From a marketing relationship perspective, they cannot be terminated easily and their elimination has to be reasoned. This qualitative study examines why companies end their loyalty programs and how their termination is processed. In five different cases that I present, results reveal that conflicts with partners and unfavorable cost-benefit ratios are determinants of the program terminations. Customer information and regulatory issues on reward validation characterize the process of withdrawal. The exit strategy "phase out slowly" is adopted most commonly.</description>
    <dc:date>2016-01-01T00:00:00Z</dc:date>
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