Servicescapes: A Review of Contemporary Empirical Research

This paper reviews forty three extant contemporary empirical servicescape studies conducted in the area. The review is limited to articles which focus on the servicescape as defined by Bitner (1992) and Mehrabian and Russell (1974) Pleasure, Arousal and Dominance (PAD) dimensions from environmental psychology. The publication time frame covers the period from 1980 to 2007. The review observes key patterns and trends within the literature. The content was analysed on the basis of issues such as research variables, methodological approaches, sampling methods, research origin and the theoretical frameworks underpinning the research. The analysis highlights gaps and further research directions that could be taken. These research opportunities include the expansion of research sites to address the paucity of European research which has been fragmentary in nature to date while simultaneously reflecting on the research design and implementation issues highlighted.