Evaluating a servicescape: the effect of cognition and emotion

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations

Business, Marketing, Organizational Behavior +10

Atmospherics as a Marketing Tool

Philip Kotler · Journal of Retailing · 1974 · 2.4K citations

Management, Marketing, Marketing Management +5

Measurement and evaluation of satisfaction processes in retail settings.

Richard L. Oliver · 1981 · 2.2K citations

Business, Marketing, Retail Management +14

Congruency of scent and music as a driver of in-store evaluations and behavior

Anna S. Mattila, Jochen Wirtz · Journal of Retailing · 2001 · 1.1K citations

Business, Marketing, Marketing Management +10