Search results

1 – 3 of 3
Per page
102050
Citations:
Loading...
Available. Content available
Article
Publication date: 5 February 2018

Aberdeen Leila Borders and Elyria A. Kemp

964

Abstract

Details

Journal of Business & Industrial Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0885-8624

Available. Open Access. Open Access
Article
Publication date: 7 January 2019

Elyria Angela Kemp, Kim Williams, Dong-Jun Min and Han Chen

The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it…

5897

Abstract

Purpose

The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it investigates how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality.

Design/methodology/approach

An exploratory study was conducted using industry professionals in order to garner insight about the value of music and its benefits in the service environment. A field experiment was then conducted to test hypotheses.

Findings

Industry professionals offer implicit theories about the value of music. Specifically, they propose that music can be used to help customers regulate emotions and improve mood, enhance the customer experience and help in attracting new consumer segments. Results from the field experiment found that those exposed to music were likely to improve mood, express more favorable evaluations of the service and product quality of the establishment, as well as exhibit stronger intentions to continue to patronize the establishment.

Practical implications

Using live music in the service environment can be beneficial to organizations by improving customers’ emotional/psychological status as well as their evaluation of the consumption experience.

Originality/value

This research contributes to the existing literature by demonstrating how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality. Also, support for mood congruency judgment is found. Participants in the field study who had been exposed to music indicated that they made efforts to improve their mood and subsequently had more favorable judgments of service and product quality.

Details

International Hospitality Review, vol. 33 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Available. Content available
2470

Abstract

Details

Journal of Services Marketing, vol. 28 no. 2
Type: Research Article
ISSN: 0887-6045

Access

Only content I have access to

Year

Content type

1 – 3 of 3
Per page
102050