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Exploring the Impact of Physical Surroundings of the Automobile Workshops on Customer Loyalty: With Evidence from Sri Lanka

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dc.title Exploring the Impact of Physical Surroundings of the Automobile Workshops on Customer Loyalty: With Evidence from Sri Lanka en
dc.contributor.author Wanninayake, W.M.C. Bandara
dc.contributor.author Chovanec, Pavel
dc.contributor.author Chovancová, Miloslava
dc.relation.ispartof Znalosti pro tržní praxi 2015: Ženy - podnikatelky v minulosti a současnosti
dc.identifier.isbn 978-80-87533-12-3
dc.date.issued 2015
dc.citation.spage 265
dc.citation.epage 274
dc.event.title International Scientific Conference on Knowledge for Market Use - Women in Business in the Past and Present
dc.event.location Olomouc
utb.event.state-en Czech Republic
utb.event.state-cs Česká republika
dc.event.sdate 2015
dc.event.edate 2015
dc.type conferenceObject
dc.language.iso en
dc.publisher Societas Scientiarum Olomucensis II
dc.relation.uri http://knowledgeconference.upol.cz/downloads/2015-Sbornik_Znalosti.pdf
dc.subject automobile workshops en
dc.subject physical environment en
dc.subject customer loyalty en
dc.subject facility interior en
dc.subject facility exterior en
dc.description.abstract The physical environment of service encounters has special ability to influence on consumer behaviours and to create an image towards service businesses. Even though role of physical evidences of service marketing has been addressed by previous researchers in most common service industries, very few researchers have extended their studies towards automobile service providers. Hence, in this study, researchers attempted to investigate on the impact of physical environment on customer loyalty in automobile workshops in Sri Lanka. The physical surroundings were operationalized into three aspects and four hypotheses were formulated to determine the relationship among key constructs in the research model. Survey method was used to gather primary data from selected vehicle users in Colombo, Sri Lanka. Facility interior become most important dimensions of physical arrangements. Finally researchers have emphasized some implications to marketers of automotive service industry to develop their promotion strategies in competitive markets. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1006723
utb.identifier.obdid 43874502
utb.identifier.wok 000380496800029
utb.source d-wok
dc.date.accessioned 2016-10-25T12:38:08Z
dc.date.available 2016-10-25T12:38:08Z
utb.contributor.internalauthor Wanninayake, W.M.C. Bandara
utb.contributor.internalauthor Chovanec, Pavel
utb.contributor.internalauthor Chovancová, Miloslava
utb.fulltext.affiliation W. M. C. Bandara WANNINAYAKE, Pavel CHOVANEC, Miloslava CHOVANCOVÁ University of Kelaniya, Sri Lanka, Faculty of Management and Economics, Tomas Bata University in Zlin, Czech republic Contact: Dr. W. M. C. B. Wanninayake Head/Senior Lecturer Department of Marketing Management University of Kelaniya Kelaniya 11600 Sri Lanka e-mail: bwanninayake@gmail.com Pavel Chovanec Doctoral Student Tomas Bata University in Zlin Faculty of Management and Economics, Mostni 5139 760 01 Zlin Czech Republic Miloslava Chovancová, PhD. Associate Professor Tomas Bata University in Zlin Department of Management and Marketing Faculty of Management and Economics Mostni 5139 760 01 Zlin Czech Republic e-mail: chovancova@fame.utb.cz
utb.fulltext.references -
utb.fulltext.sponsorship Strategic responses of Czech firms for the emerging consumer behaviour trends under cross-cultural influences: a study in consumer and organizational perspectives. IGA FaME/2013/27
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