Reimagining the servicescape: a systematic review and multi-stakeholderconceptual framework

What is it about?

This article traces the conceptual evolution of Servicescape theory over three decades, identifying four key phases from physical design to holistic stakeholder-centered environments. Drawing on a systematic review of 261 articles, it introduces a Multi-Dimensional Servicescape Model that incorporates emerging dimensions—such as spiritual, natural, and technological cues—and integrates outcomes for consumers, employees, and communities. The model provides a foundation for future research and service design by linking environmental elements to cognitive, emotional, and behavioral responses across diverse service contexts.

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