Graduate School of Technology and Innovation Management, Hanyang University, Seoul 04763, Korea.
Int J Environ Res Public Health. 2018 Mar 13;15(3):509. doi: 10.3390/ijerph15030509.
Ever since Bitner defined the term "servicescape" as the physical environment in which the service is assembled, several scholars have attempted to better understand the impact of the built environment in the context of different service settings. While servicescape is a topic of increasing academic interest among scholars and practitioners, most studies in the area are dedicated to understanding the built environment of hedonic service. More studies are needed to examine utilitarian servicescape and in this paper, we have focused on the healthcare environment. This study aims to identify the gap in servicescape and healthscape studies by providing a theoretical structure of the current servicescape literature and comprehend the academic differences between hedonic servicescape and utilitarian healthscape studies. After reviewing 44 selected papers based on rigorous criteria, we: (1) framed the servicescape factors; (2) analyzed the servicescape literature from the perspectives of terminologies, research fields, methodologies, and frameworks; and (3) identified the current paths of healthscape research. Through this work, we highlight the significance of adopting different dimensions and factors to evaluate the distinguished service environment by the servicescape type and propose several research agendas for future studies on healthscapes. The research findings can contribute to a deep understanding of healthscapes and can introduce a new viewpoint for interpreting the servicescape in diversified service settings.
自从 Bitner 将“服务环境”定义为服务组合的物理环境以来，许多学者试图更好地理解建筑环境在不同服务环境中的影响。虽然服务环境是学者和实践者越来越感兴趣的话题，但该领域的大多数研究都致力于理解享乐服务的建筑环境。需要更多的研究来检验功利服务环境，在本文中，我们专注于医疗保健环境。本研究旨在通过提供当前服务环境文献的理论结构，并理解享乐服务环境和功利健康环境研究之间的学术差异，来确定服务环境和健康环境研究中的差距。在根据严格标准审查了 44 篇选定的论文后，我们：(1) 构建了服务环境因素；(2) 从术语、研究领域、方法和框架的角度分析了服务环境文献；(3) 确定了健康环境研究的当前路径。通过这项工作，我们强调了采用不同维度和因素来评估服务环境的重要性，该服务环境由服务环境类型决定，并为未来健康环境研究提出了几个研究议程。研究结果可以帮助我们更深入地理解健康环境，并为在多样化的服务环境中解释服务环境提供一个新的视角。
