Chapter 10 the physical and virtual servicescape Flashcards
Physical evidence
customers often rely on tangible values to evaluate the service before its purchase and to assess the satisfaction after consumption
self-service environment
organization can focus on planning
interpersonal services
attracts both customers and employees
remote services
keep employees happy and motivated
lean environment
services that are very simple and include few pieces of equipment
elaborate environments
very complicated environments with many forms
package
the outward appearance of the organization
facilitator
to aid the performance of the persons in the environment
socialiser
it helps convey expected roles, behaviour and relationships
differentiator
differentiate a company from competitors
ambient conditions
can profoundly influence the way people feel, think, and respond to a service establishments
