{"title":"The Psychological Benefits and Costs, and the Servicescape Components of Animal Cafés: A Study in Japan","authors":"B. Nghiêm-Phú, Dạ-Hương Phạm-Lê","doi":"10.1080/15332969.2021.1995583","DOIUrl":null,"url":null,"abstract":"Abstract This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or togetherness, and distress. These benefits and costs are found in a distinct servicescape, where the animal-related attributes are apparent, together with other common sensory, functional, social, and atmospheric components. Theoretical and practical implications of the findings were then discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"16 - 29"},"PeriodicalIF":0.0000,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1995583","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 0
Abstract
Abstract This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or togetherness, and distress. These benefits and costs are found in a distinct servicescape, where the animal-related attributes are apparent, together with other common sensory, functional, social, and atmospheric components. Theoretical and practical implications of the findings were then discussed.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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