An integrated model of physical, social, and intelligent servicescapes: proposing a framework for customer perception and behavior in smart amusement parks

Abstract

This research aims to develop an integrated model of physical, social and intelligent servicescape in intelligent amusement parks, exploring how these factors impact customer perception and behavior, and, therefore, helps amusement park managers better understand customer behavior. Adopting the methods of theoretical synthesis and a comprehensive analysis of prior studies across various servicescape contexts, the research identifies essential elements that shape customer experiences in smart servicescape environments. The research has proposed a model of smart servicescape factors (physical, social, technological) that impact customer perception and behavior. Thus, the integrated model provides a framework for amusement park managers to optimize customer experiences, enhance satisfaction, and improve competitiveness in the smart amusement park sector. Consequently, the model contributes to the overall advancement of intelligent service environments, offering practical insights that promote the creation of more efficient, engaging, and customer-focused experiences, thus supporting the continued growth and innovation within the smart servicescape industry.