Chapter 10 Physical Evidence and the Servicescape Physical

  • Slides: 6
Download presentation
Chapter 10 Physical Evidence and the Servicescape • • Physical Evidence—What is it? Types

Chapter 10 Physical Evidence and the Servicescape • • Physical Evidence—What is it? Types of Servicescapes Roles of the Servicescape Framework for Understanding Servicescape Effects on Behavior • Approaches for Understanding Servicescape Effects • Guidelines for Physical Evidence Strategy Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Objectives for Chapter 10: Physical Evidence and the Servicescape • Explain the impact on

Objectives for Chapter 10: Physical Evidence and the Servicescape • Explain the impact on customer perceptions of physical evidence, particularly the servicescape. • Illustrate differences in types and roles of servicescapes and their implications for strategy. • Explain why the servicescape affects employee and customer behavior. • Analyze four different approaches for understanding the effects of physical environment. • Present elements of an effective physical evidence strategy. Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Table 10. 1 Elements of Physical Evidence Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill

Table 10. 1 Elements of Physical Evidence Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Table 10. 2 Examples of Physical Evidence from the Customer’s Point of View Mc.

Table 10. 2 Examples of Physical Evidence from the Customer’s Point of View Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Table 10. 3 Typology of Service Organizations Based on Variations in Form and Use

Table 10. 3 Typology of Service Organizations Based on Variations in Form and Use of the Servicescape Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 10. 2 A Framework for Understanding Environment. User Relationships in Service Organizations Mc.

Figure 10. 2 A Framework for Understanding Environment. User Relationships in Service Organizations Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Physical Evidence and the Servicescape Physical Evidence TypesPhysical Evidence and the Servicescape Physical Evidence Types
Physical Evidence and the Servicescape Chapter 11 PhysicalPhysical Evidence and the Servicescape Chapter 11 Physical
PHYSICAL EVIDENCE AND THE SERVICESCAPE Chapter 10 DonnaPHYSICAL EVIDENCE AND THE SERVICESCAPE Chapter 10 Donna
Chapter 11 Physical Evidence and the Servicescape WhatChapter 11 Physical Evidence and the Servicescape What
Chapter 11 Physical Evidence and the Servicescape theChapter 11 Physical Evidence and the Servicescape the