Chapter 10 the physical and virtual servicescape Flashcards

1
Q

Physical evidence

A

customers often rely on tangible values to evaluate the service before its purchase and to assess the satisfaction after consumption

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2
Q

self-service environment

A

organization can focus on planning

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3
Q

interpersonal services

A

attracts both customers and employees

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4
Q

remote services

A

keep employees happy and motivated

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5
Q

lean environment

A

services that are very simple and include few pieces of equipment

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6
Q

elaborate environments

A

very complicated environments with many forms

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7
Q

package

A

the outward appearance of the organization

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8
Q

facilitator

A

to aid the performance of the persons in the environment

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9
Q

socialiser

A

it helps convey expected roles, behaviour and relationships

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10
Q

differentiator

A

differentiate a company from competitors

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11
Q

ambient conditions

A

can profoundly influence the way people feel, think, and respond to a service establishments

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