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Servicescapes

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ahmad bassiouny
ahmad bassiouny

Servicescapes

EducaciónEmpresarialesTecnología
1 de 22
Servicescapes How physical surroundings can influence the behaviors of both customers and employees By Justin Finlinson Section III
Introduction ,[object Object]
Service Environments ,[object Object],[object Object]
Customers & Employees ,[object Object],[object Object]
Why Should I Care About Servicescapes? ,[object Object],[object Object],[object Object]
(Bitner, 1992)
Individual Behaviors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Social Interactions ,[object Object],[object Object],[object Object]
Designing the Servicescape ,[object Object],[object Object],[object Object]
Environment and Cognition ,[object Object],[object Object],[object Object],[object Object]
Environment & Emotion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Environment & Physiology ,[object Object],[object Object]
Response Moderators ,[object Object],[object Object]
Dimensions of the Servicescape ,[object Object],[object Object],[object Object],[object Object],[object Object]
Ambient Conditions ,[object Object],[object Object],[object Object],[object Object]
Spatial Layout and Functionality ,[object Object],[object Object],[object Object],[object Object]
Signs, Symbols, and Artifacts ,[object Object],[object Object],[object Object],[object Object],[object Object]
Managerial Implications ,[object Object],[object Object],[object Object],[object Object]
Real World Example ,[object Object],[object Object],[object Object]
Source : M. J. Bitner, “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing 56 (April 1992), 57–71.
References ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
References (Cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Servicescapes

  • 1. Servicescapes How physical surroundings can influence the behaviors of both customers and employees By Justin Finlinson Section III
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  • 20. Source : M. J. Bitner, “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing 56 (April 1992), 57–71.
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