The influence of the physical work environment on retail employees



Kearney, Treasa ORCID: 0000-0002-4655-3749, Coughlan, Joseph and Kennedy, Aileen
(2023) The influence of the physical work environment on retail employees. Journal of Services Marketing, 37 (6). pp. 719-731.

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Abstract

<jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>Despite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain. There is a need to understand the nature, influence and impact of environmental stimuli (e.g. music, colour) on employees. Extant research remains ambiguous on whether employees perceive individual stimuli within their work environment or perceive and interact with their physical work environment as a holistic experience. This study aims to explore the influence of environmental stimuli on employees within their physical work environment and the effect on their satisfaction and loyalty.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>A two-stage approach was applied, with expert interviews followed by an employee survey which was analysed using structural equation modelling.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>This research validates a holistic physical work environment construct, consisting of five dimensions: Colour &amp; Design, Cleanliness &amp; Odour, Music, Lighting and Layout. This study provides empirical evidence of the impact of environmental work stimuli on employee satisfaction, a relationship which is mediated by pleasure.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>Firstly, this study examines the neglected side of servicescape research: employees. Secondly, the findings support the view that employees do not perceive individual elements of their physical work environment as distinct and separate elements but rather perceive, and interact with, their physical work environment as an integrated whole. Evidence of how environmental stimuli at work increase employee job satisfaction is a key takeaway for retail practitioners focussed on improving service experiences for all actors.</jats:p> </jats:sec>

Item Type: Article
Uncontrolled Keywords: Physical work environment, Employee satisfaction, Employee loyalty, Environmental psychology, Servicescape
Divisions: Faculty of Humanities and Social Sciences > School of Management
Depositing User: Symplectic Admin
Date Deposited: 10 Jan 2023 09:35
Last Modified: 25 Jun 2023 19:43
DOI: 10.1108/jsm-04-2022-0130
Related URLs:
URI: https://livrepository.liverpool.ac.uk/id/eprint/3166941