Chapter 8: Managing the Firm's Physical Evidence Flashcards
(41 cards)
The physical exterior of the service facility; includes the exterior design, signage, parking, landscaping, and the surrounding environment.
Facility exterior
The physical interior of the service facility; includes the interior design, equipment used to serve customers, signage, layout, air quality, and temperature.
Facility interior
Other items that are part of the firm’s physical evidence, such as business cards, stationery, billing statements, reports, employee appearance, uniforms, and brochures.
Other tangibles
The process by which an individual adapts to the values, norms, and required behavior patterns of an organization.
Socialization
The use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.
Environmental psychology
A model developed by environmental psychologists to help explain the effects of the service environment on stimuli, emotional states, and responses to those states.
stimulus-organism-response (SOR) model
The various elements of the firm’s physical evidence.
Stimuli
The recipients of the set of stimuli in the service encounter; includes employees and customers.
Organism
Consumer’s reaction or behavior in response to stimuli.
Responses (outcome)
The emotional state that reflects the degree to which consumers and employees feel satisfied with the service experience.
Pleasure-displeasure
The emotional state that reflects the degree to which consumers and employees feel excited and stimulated.
Arousal-nonarousal
The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment.
Dominance-submissiveness
Consumer responses to the set of environmental stimuli that are characterized by a desire to stay or leave an establishment, explore/interact with the service environment or ignore it, or feel satisfaction or disappointment with the service experience.
Approach/avoidance behaviors
The use of physical evidence to design service environments.
Servicescapes
Services in which employees are physically present while customer involvement in the service production process is at arm’s length.
Remote services
Service environments that are dominated by the customer’s physical presence, such as ATMs or postal kiosks.
Self-services
Service environments in which customers and providers interact.
Interpersonal services
The distinctive atmosphere of the service setting that includes lighting, air quality, noise, music, and so on.
Ambient conditions
Environmental dimensions that include the layout of the facility, the equipment, and the firm’s furnishings.
Space/function
Environmental physical evidence that includes signage to direct flow of the service process, personal artifacts to personalize the facility, and the style of decor.
Signs, symbols, artifacts
Overall perceptions of the servicescape formed by employees and customers based on the physical environmental dimensions.
Holistic environment
A composite of mental images of the service firm’s physical facilities.
Perceived servicescape
Consumers who make purchase based primarily on price.
Economics customers
Consumers who wish to be pampered and attended to and who are much less price sensitive.
Personalized customers
