Differences in servicescape perceptions between customers of different nationalities

Abstract

The servicescape perception impact on customers staying in hospitality businesses has drawn more attention by several researchers over the last decade. In the context of the chapter we define the servicescape and mention two theories behind customer responses to servicescape inform about dimensions of servicescape (ambient conditions spatial layout and functionality signs symbols and artifacts) and express culture in servicescape and discuss servicescape perception of customers getting service in hospitality businesses whether the servicescape perception of customers is different according to the nationalities. We intend to examine via three case studies examples carried out on customers’ servicescape perception in hospitality businesses. © 2025 Elsevier B.V. All rights reserved.