ABSTRACT

This study investigates the relationship between religious servicescape and service experience and subsequent intentions to revisit. The context is “Umrah,” a journey focusses on spirituality. The study looks at service experience at a fine granular level of the dimensions, i.e. hedonic value, peace of mind, novelty. A mixed-method approach was utilized. The model then extended to investigate the boundary conditions of these relationships using rejuvenation as a moderator. A sample of 278 pilgrims participated in 2018. The findings suggest that servicescape is an antecedent for service experience and service experience have a positive influence on the intention to revisit.

摘要

本研究调查了宗教服务景象和服务经历与随后的重访意图之间的关系。上下文是“ Umrah”，这是一个专注于灵性的旅程。该研究从各个维度的细粒度层次来研究服务体验，即享乐价值，内心的平静，新颖性。使用了一种混合方法。然后使用回春化作为主持人，对模型进行扩展以研究这些关系的边界条件。2018年，有278名朝圣者参加了一次抽样调查。调查结果表明，servicescape是服务体验的先决条件，而服务体验对重新访问的意愿具有积极影响。