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Philipp Scharfenberger
Title
Dr.
Last Name
Scharfenberger
First name
Philipp
Email
philipp.scharfenberger@unisg.ch
Phone
+41 71 224 7686
Now showing
1 - 3 of 3
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PublicationType: journal articleJournal: Marketing Review St.GallenVolume: 37Issue: 5
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Publication“Touching” services: tangible objects create an emotional connection to services even before their first useAlthough research suggests that physical elements of the servicescape play an important role in the service process, there is little research on the impact of tangible objects that companies give to consumers such as membership cards, pens, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which conditions the provision of tangible service objects affects consumers. Three experimental studies were conducted, in which participants received different objects they could either touch or just see. These studies indicate that touching a service object metaphorically translates into a perceived mental connection towards the service. More specifically, physically connecting to a service object leads to a stronger psychological connection to the corresponding service, which, in turn, increases behavioral intentions. The results also demonstrate that providing a tangible object only has an impact when the object is of high aesthetic appeal. These findings suggest that providing tangible service objects is an effective way for service providers to build an emotional connection with potential customers and to strengthen the emotional connections of existing customers.Type: journal articleJournal: Business Research (BuR)Volume: 13Issue: 2
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PublicationThe Evolution of Shared Autonomous Vehicles (SAV) - Part 1: Market potential, user acceptance and early adopter groups(PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft, 2024-04)
;Hartmut Güthner ;Peter KauschkeFelix KuhnertAll rights reserved. This material may not be reproduced in any form, copied onto microfilm or saved and edited in any digital medium without the explicit permission of the editor.