Service Environment

Question 1

What is Service Environment? (i.e Servicescape)

Answer 1

The style, and appearance, and other experiential elements of the physical environment that customers encounter

Question 2

What are the four core purposes?

Answer 2

1. Shape Experiences and Behaviors
2. Signal Quality
3. Core Component of Value Proposition
4. Enhance Productivity

Question 3

What are the three key dimensions of service environments?

Answer 3

1. Ambient Conditions (environmental characteristics judged by the five senses)
2. Spatial Layout/Functionality

Spatial: floor plan, size and shape of furnishings, machines, etc.

Functionality: how the above influences the ability to accomplish the service)

3. Signs, Symbols, and Artifacts (Deliver explicit instructions, consider the difference between punitive and promoting)

Question 4

Can people be part of the Service Environment? Why?

Answer 4

Yes, the appearance and behavior of employees and customers can influence the perception of the service environment.

Question 5

What is Spatial Layout?

Answer 5

Floor plan, size and shape of furnishings, machines, etc.

Question 6

What is Functionality?

Answer 6

How the above (spatial layout) influences the ability to accomplish the service