This dissertation presents research on customers’ perceptions of cleanliness in service environments. The research contributes to the gap in the literature on cleanliness examined from a customer perspective, and adds to the understanding of environmental cues that influence perceived cleanliness. Part …

Which elements in hospitality products, services and concepts will influence customers sensitivity and are triggering for creating DELIGHT & WOW? Is there more than ‘service, location, cleanliness, rooms/design and sleep quality? Will these value drivers change in the future (or perhaps they have already …

According to CBS (2017), over the last ten years the number of physical shops declined by 5 percent. In the meantime, the number of web shops were fivefold (CBS, 2017). Now, due to the declining of shops and the increasing of online sales it is now even more important to have a good store environment …

Early studies conclude that high-rise apartment buildings present challenges for people’s quality of life, resulting in social isolation, social annoyance and anonymity for residents. Nevertheless, empirical research into factors supporting social interaction in high-rise apartment buildings is still …

Cleanliness is one of the key determinants of overall customer satisfaction in train stations. Customers’ perception of cleanliness is not limited to cleaning only but depends on multiple predictors. A better understanding of these predictors may contribute to the optimisation of perceived cleanliness …

This paper identifies dimensions of perceived cleanliness and subsequently presents a scale for measuring perceived cleanliness in service environments. The cleanliness perceptions scale (CPS) is more comprehensive than existing scales, which focus on how customers perceive the cleanliness of specific …

Purpose: The purpose of this paper is to present a systematic literature review on stimulus, organism and response variables related to actual and perceived cleanliness and develop a conceptual framework to encourage future research on cleanliness. Design/methodology/approach: The PRISMA statement methodology …

Purpose This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents …