Anticipated ROI Methods for the Quantification of Servicescape Upgrading based on Intangible Values: A Literature Analysis
Abstract
One of the biggest challenges faced by facilities managers is justifying the need for servicescape upgrades in monetary terms. Servicescape upgrades are often viewed as benefitting intangible aspects of business performance, such as improved levels of comfort, happiness, aesthetics, confidence, and health. This makes it difficult for facilities managers to convince upper management, particularly the finance department, that a proposed servicescape upgrade will benefit the business as there are no existing methods to anticipate a return on investment (ROI) of servicescape upgrades based on the quantification of intangible values in monetary terms. In other words, how can we determine if an improved level of comfort, happiness, pleasure, aesthetics, confidence, and health will result in profit in monetary terms? Currently, a research study is being carried out to construct a methodological framework for anticipating the ROI of servicescape upgrading based on the quantification of intangible values. The first objective of the research is to identify ROI calculation methods that can be used to anticipate the ROI of servicescape upgrade based on the quantification of intangible values. This paper reports the preliminary findings. Fifty-three literary sources, including journals, scholarly articles, website, blog posts, and books, were reviewed. Content analysis was carried out using Nvivo, and the results revealed that willingness to pay (WTP) or willingness to accept (WTA), information economic (IE), capital investment appraisal technique (CIAT), contingent valuation method (CVM), cost-benefit analysis (CBA), hedonic price method, travel cost method, comparative analysis, process of elimination, quantification technique, revealed preference, stated preference, and scenario analysis are the methods for anticipated ROI of servicescape upgrades based on the quantification of intangible values. The findings from this preliminary analysis help to identify possible methods that can be adopted in anticipating ROI based on the quantification of intangible values of servicescape upgrading.
References
Adnan, A. S., & Baharum, Z. A. (2020). A conceptual framework for healthy construction workplace: A literature review. Malaysian Construction Research Journal, Specialiss(1), 52–62.
Ahlin, K. (2019). Measuring the Immeasurable? the Intangible Benefits of Digital Information. Proceedings of the 52nd Hawaii International Conference on System Sciences, 6176–6185.
Ahmad, S., Kumar, S., Kumar, M., Kumar, R., Vyeshikha, Memoria, M., Rawat, A., & Gupta, A. (2022). The Importance of Quantifying Financial Returns on Information System (IS) Investment for Organizations: An Analysis. International Conference on Machine Learning, Big Data, Cloud and Parallel Computing (COM-IT-CON) Faridabad, India, 2022, 197–200.
Ahmed, Y., Abdelhady, D., & Abdien, M. (2020). Guests’ Perception of the Hotel Image: The impact of Servicescape. Journal of Tourism, Hotels and Heritage, 1(5), 70–84.
Ambarwati, R., Iswan, S. R. P., Ridho, S. L. Z., Jauhari, H., Paisal, P., & Afrizawati, A. (2022). The Effect of Servicescape on Tourist Revisit Intention at Water Sport and Recreation Tourism Destination. Social Science, Education and Humanities Research, 641, 97–100.
Anh, N. Van, & Thao, N. T. P. (2020). The impact of servicescape on service quality and customer behavioral intention – an evidence in coffee industry. International Journal of Entrepreneurship, 24(1), 1–14.
Anh, N. Van, & Thao, N. T. P. (2021). Servicescape in Delivering Values to Customer to Enhance Service Quality and Behavioural Intention. Journal of Distribution Science, 19(9), 29–39.
Arnold, S. J., Handelman, J., & Tigert, D. J. (1996). Organizational Legitimacy Store Patronage and Retail. Journal of Business Research, 35(3), 229–239.
Bandara, W., Miskon, S., & Fielt, E. (2011). A systematic, tool-supported method for conducting literature reviews in information systems. 19th European Conference on Information Systems, ECIS 2011, Helsinki, Finland, 1–15.
Bindu, E. S. H., Kodali, S., & Kumari, D. R. (2021). The Impact of the in Store Environment on Consumer Behaviour. International Journal of Current Microbiology and Applied Science, 10(2), 1739–1744.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
Bohl, P. (2012). The effects of store atmosphere on shopping behaviour - A literature review. Corvinus Marketing Studies, 1–23.
Botchkarev, A., & Andru, P. (2011). A return on Investment as a Metric for Evaluating Information Systems: Taxonomy and Application. Interdisciplinary Journal of Information, Knowledge, and Management, 6, 245–269.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 70(3), 283–294.
Ferdaous, J., & Rahman, M. M. (2019). The effects of intangible assets on firm performance: An empirical investigation on selective listed manufacturing firms in DSE, Bangladesh. American Journal of Business, 34(3/4), 148–168.
Fredman, P., Wall-Reinius, S., & Grundén, A. (2012). The Nature of Nature in Nature-based Tourism. Scandinavian Journal of Hospitality and Tourism, 12(4), 289–309.
Gadzekpo, A. A., Sapri, M., & Amos, D. (2022). The Effect of Facilities Management Services on The Physical Learning Environment of Technical Universities in Ghana. International Journal of Academic Research in Business & Social Science, 12(5), 1460–1481.
Gerber, W., Hune, N. D., Wang, E. W., & Kimball, T. G. (2022). Tangible and Intangible Values of a CRP: A Cost-Benefit Analysis. Alcoholism Treatment Quarterly, 40(2), 164–173.
Giang Nguyen, T. H., & Nham, P. T. (2022). The Influence of Social, Design and Ambient Factors of Store Environment on Customer Perceptions and Behavioral Intentions. Journal of Behavioral Science, 17(1), 27–42.
Gibson, M., Arnott, D., & Jagielska, I. (2004). Evaluating the Intangible Benefits of Business Intelligence: Review & Research Agenda. Decision Support in an Uncertain and Complex World, 295–305.
Granta Automation. (2019). How To Define The Value Of Intangible Benefits. Granta Automation. https://www.granta-automation.co.uk/news/how-to-define-the-value-of-intangible-benefits/
Gunawardena, A., Iftekhar, S., & Fogarty, J. (2020). Quantifying intangible benefits of water sensitive urban systems and practices: an overview of non-market valuation studies. Australian Journal of Water Resources, 24(1), 46–59.
Gyorgy, A., Vintila, N., & Gaman, F. (2014). Quantifying Benefits for Cost Benefit Analysis. Proceeding of the 8th International Management Conference, 1106–1112.
Hamilton, R. W., Rust, R. T., Wedel, M., & Dev, C. S. (2017). Return on Service Amenities. Journal of Marketing Research, 54(1), 96–110.
Hamzah, N. A., Abd Rashid, M. H., Mansor, A. A., & Shobri, N. D. M. (2020). The role of servicescape in fostering customer satisfaction and positive emotion among shopping mall patrons. International Journal of Academic Research in Business and Social Sciences, 10(11), 94–103.
Han, J., Kang, H. J., & Kwon, G. H. (2018). A systematic underpinning and framing of the servicescape: Reflections on future challenges in healthcare services. International Journal of Environmental Research and Public Health, 15(3), 1–24.
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268–279.
Hartman, D. (2014). Techniques to Quantify Intangible Benefits. Chron.Com. https://smallbusiness.chron.com/techniques-quantify-intangible-benefits-35309.html
Ho, Y., Lam, L. W., & Lam, D. (2019). Gamble more than you want?: A study of casino servicescape, perceived control and unplanned gaming behaviors. International Journal of Contemporary Hospitality Management, 31(2), 557–574.
Hubbard, D. W. (2010). How to Measure Anything: Finding the Value of “Intangibles” in Business.
Jeon, S., & Kim, M. (2012). The effect of the servicescape on customers’ behavioral intentions in an international airport service environment. Service Business, 6, 279–295.
Jhamb, D., & Kampani, N. (2021). Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model. International Journal of Services, Economics and Management, 12(2), 164–184.
Joubish, M. F., & Khurram, M. A. (2011). Outlook on some concepts in the curriculum of social studies. World Applied Sciences Journal, 12(9), 1374–1377.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376–407.
Juhari, N. H., Ali, H. M., Khair, N., & Mariah, A. (2014). Key indicator for measurement shopping mall’s servicescapes. The Role of Service in the Tourism and Hospitality Industry - Proceedings of the 2nd International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality, SERVE 2014, April 2017, 21–28.
Juhari, N. H., Mohd Ali, H., & Khair, N. (2012). The Shopping Mall Servicescape Affects Customer Satisfaction. 3rd International Conference on Business and Economic Research (3rd ICBER 2012) Proceeding, Indonesia, 617–632.
Karna, S., Julin, P., & Nenonen, S. (2013). User satisfaction on a university campus by students and staff. Intelligent Buildings International, 5(2), 69–82.
Kim, H. H., Cho, K. W., Kim, H. S., Kim, J. S., Kim, J. H., Han, S. P., Park, C. B., Kim, S., & Chae, Y. M. (2011). New integrated information system for Pusan National University Hospital. Healthcare Informatics Research, 17(1), 67–75.
Kim, J. S., & Noh, J. (2018). Effects of Casino Servicescape and Customer Interaction on Chinese and Japanese Customers ’ Emotions and Loyalty. Journal of Service Research and Studies, 8(2), 1–24.
Kim, K. J., Kim, K., & Kang, K. Y. (2010). Valuation on the intangible benefits of EVMS using CVM. Journal of Asian Architecture and Building Engineering, 9(1), 221–228.
Koay, K. Y., Khoo, K. L., & Soh, P. C. H. (2019). The impact of servicescape and employee service quality in the KTV industry. Asian Journal of Business Research, 9(3), 51–74.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48–64.
Kwong, L. (2017). The Role of Servicescape in Hotel Buffet Restaurant.pdf. Journal of Business Management, 6(1), 1–8.
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International Journal of Hospitality Management, 30(3), 558–567.
Levy, Y., & Ellis, T. J. (2006). A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research. Informing Science Journal, 9, 181–212.
Lin, I. Y. (2016). Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience. In Journal of Services Marketing (Vol. 30, Issue 7, pp. 692–712).
Lucas, A. F. (2003). The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino. In Gaming Research and Review (Vol. 7).
Marr, B. (2007). Measuring and managing intangible value drivers. Business Strategy Series, 8(3), 172–178.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. In Cambridge MA, MIT Press.
Mendes, D., Gomes, J., & Romao, M. (2017). Creating Intangible Value through a Corporate Employee Portal. Journal of Entrepreneurship, Management and Innovation, 13(3), 125–149.
Mendes, D. S. (2011). How to Measure Intangible Benefits in Employee Portal Implementations. 1–8.
Michael, H., & Rody, R. (2009). The Emotional Impact of Casino Servicescape. UNLV Gaming Research & Review Journal, 13(2), 17–25.
Miskon, S., Bandara, W., Gable, G., & Fielt, E. (2011). Success and failure factors of Shared Services: An IS literature analysis. In Osman, Abu, Alias, Rose Alinda, & Manaf, Azizah Abd (Eds.) Proceed- Ings of the 2011 International Conference on Research and Innovation in Information Systems, IEEE, Seri Pacific Hotel, Kuala Lumpur, 1–6.
Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety. Journal of Travel and Tourism Marketing, 34(6), 749–763.
Muftikhali, Q. E., & Pribadi, A. (2018). Measurement of IS/IT Investment on the Implementation of ERP and the Effect on company productivity. Proceeding of the Electrical Engineering Computer Science and Informatics, 5(5), 16–18.
Murphy, K. E., & Simon, S. J. (2002). Intangible benefits valuation in ERP projects. Information Systems Journal, 12(4), 301–320.
Narsaiah. (2023). Building Consumer Loyalty Through Services Cape In Shopping Malls. Journal of Multidisciplinary Educational Research, 11(12(1)), 105–110.
Oliver, A., Barrick, J., & Janicki, T. N. (2009). Difficulties in Quantifying IT Projects with Intangible Benefits: A Survey of Local IT Professionals. The Proceedings of the Conference on Information Systems Applied Research, 2(2006), 1–12.
Othman, M., & Goodarzirad, B. (2013). Restaurant color’s as stimuli to enhance pleasure feeling and its effect on diners’ behavioral intentions in the family chain restaurants. Journal of Tourism, Hospitality & Culinary Arts, 5(1), 75–101.
Pan American Health Organization. (2017). Cost-benefit analysis methodology. In Smart Hospitals ToolKit.
Pearce, D., Atkinson, G., & Mourato, S. (2006). Cost-benefit analysis and the environment: Recent developments. In Cost-benefit analysis and the environment: Recent developments.
Purwita, A. W., & Subriadi, A. P. (2019). Information technology investment: In search of the closest accurate method. Procedia Computer Science, 161(1), 300–307.
Rajurkar, S. (2021). Measuring The Intangible ROI of Technology Investments & Decisions. https://www.linkedin.com/pulse/measuring-intangible-roi-technology-investments-sudhanwa-rajurkar/
Rashid, N. M., Ma’amor, H., Ariffin, N., & Achim, N. (2015). Servicescape: Understanding how Physical Dimensions Influence Exhibitors Satisfaction in Convention Centre. Procedia - Social and Behavioral Sciences, 211(September), 776–782.
Rizwan, M., & Ahmad, N. (2019). Store environment and its influence on impulse buying behavior among females: Moderating Role of shopping Pal. 4th International Conference on Opportunities & Challenges in Management, Economic, & Accounting, 1–21.
Ryu, K., Kim, H. J., Lee, H., & Kwon, B. (2021). Relative effects of physical environment and employee performance on customers’ emotions, satisfaction, and behavioral intentions in upscale restaurants. Sustainability, 13(17), 9549.
Schroeder-Strong, M. P., Schreiber, B., & Bennett, W. (2022). A methodology for projecting the return on investment of training technologies. Military Psychology, 00(00), 1–12.
Shashikala, R., & Suresh, A. . (2018). Impact of Servicescape on Customer Perceived Value in Fine Dining Restaurants. Journal of Business, 19(1), 33–46.
Shilpa, D. N., Nruthya, K., Santhosh, L. G., Sanu, S., & Nidhi, A. (2022). Assessment of Economic Value of Doddabommasandra Lake Using Contingent Valuation Method and Travel Cost Method. Advanced Modelling and Innovations in Water Resources Engineering, 176, 53–69. https://doi.org/10.1007/978-981-16-4629-4_5
Siddiqui, M. H., & Tripathi, S. N. (2011). Application of soft operations research for enhancing the servicescape as a facilitator. Vikalpa, 36(1), 33–49.
Siu, N. Y. M., Wan, P. Y. K., & Dong, P. (2012). The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao. International Journal of Hospitality Management, 31(1), 236–246.
Tomazin, M., & Gradisar, M. (2009). Cost-benefit analysis of free/open source software in education. Proceedings of the International Conference on Information Technology Interfaces, ITI, 473–478.
Tubillejas-Andres, B., Cervera-Taulet, A., & García, H. C. (2020). How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events. Tourism Management Perspectives, 34, 1–13.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193–211.
Upadhyaya, M., EL-Shishini, H. M., Aziz, W. A., & Kumar, V. (2018). Retailscape: An exploration of the relevant dimensions and their impact on consumers’ behavioral intentions. Journal of Business and Retail Management Research, 12(4), 208–220.
Weerasinghe, K. P. (2019). The impact of servicescape on customers satisfaction on banking industry. European Journal of Marketing.
Zamfir, M., Manea, M. D., & Ionescu, L. (2016). Return on Investment – Indicator for Measuring the Profitability of Invested Capital. Valahian Journal of Economic Studies, 7(21), 79–86.
Zeithaml, V., & Bitner, M. J. (2013). Services Marketing: Integrating Customer Focus Across the Firm.
Zhou, C., Gou, M., Ji, M., Li, Y., & You, X. (2021). Airport Servicescape, Approach Intentions, and the Mediating Role of Perceived Merchandise Value and Shopping Value. Japanese Psychological Researc
Ahlin, K. (2019). Measuring the Immeasurable? the Intangible Benefits of Digital Information. Proceedings of the 52nd Hawaii International Conference on System Sciences, 6176–6185.
Ahmad, S., Kumar, S., Kumar, M., Kumar, R., Vyeshikha, Memoria, M., Rawat, A., & Gupta, A. (2022). The Importance of Quantifying Financial Returns on Information System (IS) Investment for Organizations: An Analysis. International Conference on Machine Learning, Big Data, Cloud and Parallel Computing (COM-IT-CON) Faridabad, India, 2022, 197–200.
Ahmed, Y., Abdelhady, D., & Abdien, M. (2020). Guests’ Perception of the Hotel Image: The impact of Servicescape. Journal of Tourism, Hotels and Heritage, 1(5), 70–84.
Ambarwati, R., Iswan, S. R. P., Ridho, S. L. Z., Jauhari, H., Paisal, P., & Afrizawati, A. (2022). The Effect of Servicescape on Tourist Revisit Intention at Water Sport and Recreation Tourism Destination. Social Science, Education and Humanities Research, 641, 97–100.
Anh, N. Van, & Thao, N. T. P. (2020). The impact of servicescape on service quality and customer behavioral intention – an evidence in coffee industry. International Journal of Entrepreneurship, 24(1), 1–14.
Anh, N. Van, & Thao, N. T. P. (2021). Servicescape in Delivering Values to Customer to Enhance Service Quality and Behavioural Intention. Journal of Distribution Science, 19(9), 29–39.
Arnold, S. J., Handelman, J., & Tigert, D. J. (1996). Organizational Legitimacy Store Patronage and Retail. Journal of Business Research, 35(3), 229–239.
Bandara, W., Miskon, S., & Fielt, E. (2011). A systematic, tool-supported method for conducting literature reviews in information systems. 19th European Conference on Information Systems, ECIS 2011, Helsinki, Finland, 1–15.
Bindu, E. S. H., Kodali, S., & Kumari, D. R. (2021). The Impact of the in Store Environment on Consumer Behaviour. International Journal of Current Microbiology and Applied Science, 10(2), 1739–1744.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
Bohl, P. (2012). The effects of store atmosphere on shopping behaviour - A literature review. Corvinus Marketing Studies, 1–23.
Botchkarev, A., & Andru, P. (2011). A return on Investment as a Metric for Evaluating Information Systems: Taxonomy and Application. Interdisciplinary Journal of Information, Knowledge, and Management, 6, 245–269.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 70(3), 283–294.
Ferdaous, J., & Rahman, M. M. (2019). The effects of intangible assets on firm performance: An empirical investigation on selective listed manufacturing firms in DSE, Bangladesh. American Journal of Business, 34(3/4), 148–168.
Fredman, P., Wall-Reinius, S., & Grundén, A. (2012). The Nature of Nature in Nature-based Tourism. Scandinavian Journal of Hospitality and Tourism, 12(4), 289–309.
Gadzekpo, A. A., Sapri, M., & Amos, D. (2022). The Effect of Facilities Management Services on The Physical Learning Environment of Technical Universities in Ghana. International Journal of Academic Research in Business & Social Science, 12(5), 1460–1481.
Gerber, W., Hune, N. D., Wang, E. W., & Kimball, T. G. (2022). Tangible and Intangible Values of a CRP: A Cost-Benefit Analysis. Alcoholism Treatment Quarterly, 40(2), 164–173.
Giang Nguyen, T. H., & Nham, P. T. (2022). The Influence of Social, Design and Ambient Factors of Store Environment on Customer Perceptions and Behavioral Intentions. Journal of Behavioral Science, 17(1), 27–42.
Gibson, M., Arnott, D., & Jagielska, I. (2004). Evaluating the Intangible Benefits of Business Intelligence: Review & Research Agenda. Decision Support in an Uncertain and Complex World, 295–305.
Granta Automation. (2019). How To Define The Value Of Intangible Benefits. Granta Automation. https://www.granta-automation.co.uk/news/how-to-define-the-value-of-intangible-benefits/
Gunawardena, A., Iftekhar, S., & Fogarty, J. (2020). Quantifying intangible benefits of water sensitive urban systems and practices: an overview of non-market valuation studies. Australian Journal of Water Resources, 24(1), 46–59.
Gyorgy, A., Vintila, N., & Gaman, F. (2014). Quantifying Benefits for Cost Benefit Analysis. Proceeding of the 8th International Management Conference, 1106–1112.
Hamilton, R. W., Rust, R. T., Wedel, M., & Dev, C. S. (2017). Return on Service Amenities. Journal of Marketing Research, 54(1), 96–110.
Hamzah, N. A., Abd Rashid, M. H., Mansor, A. A., & Shobri, N. D. M. (2020). The role of servicescape in fostering customer satisfaction and positive emotion among shopping mall patrons. International Journal of Academic Research in Business and Social Sciences, 10(11), 94–103.
Han, J., Kang, H. J., & Kwon, G. H. (2018). A systematic underpinning and framing of the servicescape: Reflections on future challenges in healthcare services. International Journal of Environmental Research and Public Health, 15(3), 1–24.
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268–279.
Hartman, D. (2014). Techniques to Quantify Intangible Benefits. Chron.Com. https://smallbusiness.chron.com/techniques-quantify-intangible-benefits-35309.html
Ho, Y., Lam, L. W., & Lam, D. (2019). Gamble more than you want?: A study of casino servicescape, perceived control and unplanned gaming behaviors. International Journal of Contemporary Hospitality Management, 31(2), 557–574.
Hubbard, D. W. (2010). How to Measure Anything: Finding the Value of “Intangibles” in Business.
Jeon, S., & Kim, M. (2012). The effect of the servicescape on customers’ behavioral intentions in an international airport service environment. Service Business, 6, 279–295.
Jhamb, D., & Kampani, N. (2021). Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model. International Journal of Services, Economics and Management, 12(2), 164–184.
Joubish, M. F., & Khurram, M. A. (2011). Outlook on some concepts in the curriculum of social studies. World Applied Sciences Journal, 12(9), 1374–1377.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376–407.
Juhari, N. H., Ali, H. M., Khair, N., & Mariah, A. (2014). Key indicator for measurement shopping mall’s servicescapes. The Role of Service in the Tourism and Hospitality Industry - Proceedings of the 2nd International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality, SERVE 2014, April 2017, 21–28.
Juhari, N. H., Mohd Ali, H., & Khair, N. (2012). The Shopping Mall Servicescape Affects Customer Satisfaction. 3rd International Conference on Business and Economic Research (3rd ICBER 2012) Proceeding, Indonesia, 617–632.
Karna, S., Julin, P., & Nenonen, S. (2013). User satisfaction on a university campus by students and staff. Intelligent Buildings International, 5(2), 69–82.
Kim, H. H., Cho, K. W., Kim, H. S., Kim, J. S., Kim, J. H., Han, S. P., Park, C. B., Kim, S., & Chae, Y. M. (2011). New integrated information system for Pusan National University Hospital. Healthcare Informatics Research, 17(1), 67–75.
Kim, J. S., & Noh, J. (2018). Effects of Casino Servicescape and Customer Interaction on Chinese and Japanese Customers ’ Emotions and Loyalty. Journal of Service Research and Studies, 8(2), 1–24.
Kim, K. J., Kim, K., & Kang, K. Y. (2010). Valuation on the intangible benefits of EVMS using CVM. Journal of Asian Architecture and Building Engineering, 9(1), 221–228.
Koay, K. Y., Khoo, K. L., & Soh, P. C. H. (2019). The impact of servicescape and employee service quality in the KTV industry. Asian Journal of Business Research, 9(3), 51–74.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48–64.
Kwong, L. (2017). The Role of Servicescape in Hotel Buffet Restaurant.pdf. Journal of Business Management, 6(1), 1–8.
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International Journal of Hospitality Management, 30(3), 558–567.
Levy, Y., & Ellis, T. J. (2006). A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research. Informing Science Journal, 9, 181–212.
Lin, I. Y. (2016). Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience. In Journal of Services Marketing (Vol. 30, Issue 7, pp. 692–712).
Lucas, A. F. (2003). The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino. In Gaming Research and Review (Vol. 7).
Marr, B. (2007). Measuring and managing intangible value drivers. Business Strategy Series, 8(3), 172–178.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. In Cambridge MA, MIT Press.
Mendes, D., Gomes, J., & Romao, M. (2017). Creating Intangible Value through a Corporate Employee Portal. Journal of Entrepreneurship, Management and Innovation, 13(3), 125–149.
Mendes, D. S. (2011). How to Measure Intangible Benefits in Employee Portal Implementations. 1–8.
Michael, H., & Rody, R. (2009). The Emotional Impact of Casino Servicescape. UNLV Gaming Research & Review Journal, 13(2), 17–25.
Miskon, S., Bandara, W., Gable, G., & Fielt, E. (2011). Success and failure factors of Shared Services: An IS literature analysis. In Osman, Abu, Alias, Rose Alinda, & Manaf, Azizah Abd (Eds.) Proceed- Ings of the 2011 International Conference on Research and Innovation in Information Systems, IEEE, Seri Pacific Hotel, Kuala Lumpur, 1–6.
Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety. Journal of Travel and Tourism Marketing, 34(6), 749–763.
Muftikhali, Q. E., & Pribadi, A. (2018). Measurement of IS/IT Investment on the Implementation of ERP and the Effect on company productivity. Proceeding of the Electrical Engineering Computer Science and Informatics, 5(5), 16–18.
Murphy, K. E., & Simon, S. J. (2002). Intangible benefits valuation in ERP projects. Information Systems Journal, 12(4), 301–320.
Narsaiah. (2023). Building Consumer Loyalty Through Services Cape In Shopping Malls. Journal of Multidisciplinary Educational Research, 11(12(1)), 105–110.
Oliver, A., Barrick, J., & Janicki, T. N. (2009). Difficulties in Quantifying IT Projects with Intangible Benefits: A Survey of Local IT Professionals. The Proceedings of the Conference on Information Systems Applied Research, 2(2006), 1–12.
Othman, M., & Goodarzirad, B. (2013). Restaurant color’s as stimuli to enhance pleasure feeling and its effect on diners’ behavioral intentions in the family chain restaurants. Journal of Tourism, Hospitality & Culinary Arts, 5(1), 75–101.
Pan American Health Organization. (2017). Cost-benefit analysis methodology. In Smart Hospitals ToolKit.
Pearce, D., Atkinson, G., & Mourato, S. (2006). Cost-benefit analysis and the environment: Recent developments. In Cost-benefit analysis and the environment: Recent developments.
Purwita, A. W., & Subriadi, A. P. (2019). Information technology investment: In search of the closest accurate method. Procedia Computer Science, 161(1), 300–307.
Rajurkar, S. (2021). Measuring The Intangible ROI of Technology Investments & Decisions. https://www.linkedin.com/pulse/measuring-intangible-roi-technology-investments-sudhanwa-rajurkar/
Rashid, N. M., Ma’amor, H., Ariffin, N., & Achim, N. (2015). Servicescape: Understanding how Physical Dimensions Influence Exhibitors Satisfaction in Convention Centre. Procedia - Social and Behavioral Sciences, 211(September), 776–782.
Rizwan, M., & Ahmad, N. (2019). Store environment and its influence on impulse buying behavior among females: Moderating Role of shopping Pal. 4th International Conference on Opportunities & Challenges in Management, Economic, & Accounting, 1–21.
Ryu, K., Kim, H. J., Lee, H., & Kwon, B. (2021). Relative effects of physical environment and employee performance on customers’ emotions, satisfaction, and behavioral intentions in upscale restaurants. Sustainability, 13(17), 9549.
Schroeder-Strong, M. P., Schreiber, B., & Bennett, W. (2022). A methodology for projecting the return on investment of training technologies. Military Psychology, 00(00), 1–12.
Shashikala, R., & Suresh, A. . (2018). Impact of Servicescape on Customer Perceived Value in Fine Dining Restaurants. Journal of Business, 19(1), 33–46.
Shilpa, D. N., Nruthya, K., Santhosh, L. G., Sanu, S., & Nidhi, A. (2022). Assessment of Economic Value of Doddabommasandra Lake Using Contingent Valuation Method and Travel Cost Method. Advanced Modelling and Innovations in Water Resources Engineering, 176, 53–69. https://doi.org/10.1007/978-981-16-4629-4_5
Siddiqui, M. H., & Tripathi, S. N. (2011). Application of soft operations research for enhancing the servicescape as a facilitator. Vikalpa, 36(1), 33–49.
Siu, N. Y. M., Wan, P. Y. K., & Dong, P. (2012). The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao. International Journal of Hospitality Management, 31(1), 236–246.
Tomazin, M., & Gradisar, M. (2009). Cost-benefit analysis of free/open source software in education. Proceedings of the International Conference on Information Technology Interfaces, ITI, 473–478.
Tubillejas-Andres, B., Cervera-Taulet, A., & García, H. C. (2020). How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events. Tourism Management Perspectives, 34, 1–13.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193–211.
Upadhyaya, M., EL-Shishini, H. M., Aziz, W. A., & Kumar, V. (2018). Retailscape: An exploration of the relevant dimensions and their impact on consumers’ behavioral intentions. Journal of Business and Retail Management Research, 12(4), 208–220.
Weerasinghe, K. P. (2019). The impact of servicescape on customers satisfaction on banking industry. European Journal of Marketing.
Zamfir, M., Manea, M. D., & Ionescu, L. (2016). Return on Investment – Indicator for Measuring the Profitability of Invested Capital. Valahian Journal of Economic Studies, 7(21), 79–86.
Zeithaml, V., & Bitner, M. J. (2013). Services Marketing: Integrating Customer Focus Across the Firm.
Zhou, C., Gou, M., Ji, M., Li, Y., & You, X. (2021). Airport Servicescape, Approach Intentions, and the Mediating Role of Perceived Merchandise Value and Shopping Value. Japanese Psychological Researc
Published
2023-06-30
How to Cite
ARIFIN, Syarah Syazwani; MOHAMMAD, Izran Sarrazin.
Anticipated ROI Methods for the Quantification of Servicescape Upgrading based on Intangible Values: A Literature Analysis.
International Journal of Business and Technology Management, [S.l.], v. 5, n. 2, p. 171-187, june 2023.
ISSN 2682-7646.
Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/22952>. Date accessed: 03 dec. 2023.
Section
Articles
