Report Of Servicescapes The Impact Of Physical Surroundings On Customers And Employees
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
What is the Main Objective?
---------------------------------------------------------------------
The objective of this article - Servicescapes: The Impact of Physical Surroundings on Customers and Employees- is to integrate theories and empirical findings from diverse disciplines into a framework that describes how to build environment, or what is referred to here as the "servicescape," affects both consumers and employees in service organizations.
Firstly, a typology of service organizations is presented that illuminates important variations in form and usage of the servicescape.
Secondly a conceptual framework is offered for explaining environment-user relationships in service organizations, and specific research propositions are advanced. The framework is anchored in the environmental psychology research tradition and also draws together relevant literature in marketing, organizational behavior, human factors/ergonomics, and architecture.
Finally, the linkages between the service organization typology and the framework are examined, and key managerial and research implications are discussed.
The mainly theme and objective are discussed by the following items step by step:
1. A Typology of Servicescapes and Conceptual Framework
2. Behaviors in the Servicescape- Individual Behaviors, Social Interactions, Service Topology and Behavior
3. Internal Responses to the Servicescapape- Environment and Cognition, Environment and Emotion, Environment and Physiology
4. Service Typology and Internal Responses and Response Moderators
5. Dimensions of the Servicescape- Ambient Conditions, Spatial Layout and Functionality, Signs, Symbols, and Artifacts, Service Typology and Environmental Dimensions
6. Managerial Implications and Research Implications
What is the Lesson Learn?
---------------------------------------------------------------------
Servicescapes is a typology and
What is the Main Objective?
---------------------------------------------------------------------
The objective of this article - Servicescapes: The Impact of Physical Surroundings on Customers and Employees- is to integrate theories and empirical findings from diverse disciplines into a framework that describes how to build environment, or what is referred to here as the "servicescape," affects both consumers and employees in service organizations.
Firstly, a typology of service organizations is presented that illuminates important variations in form and usage of the servicescape.
Secondly a conceptual framework is offered for explaining environment-user relationships in service organizations, and specific research propositions are advanced. The framework is anchored in the environmental psychology research tradition and also draws together relevant literature in marketing, organizational behavior, human factors/ergonomics, and architecture.
Finally, the linkages between the service organization typology and the framework are examined, and key managerial and research implications are discussed.
The mainly theme and objective are discussed by the following items step by step:
1. A Typology of Servicescapes and Conceptual Framework
2. Behaviors in the Servicescape- Individual Behaviors, Social Interactions, Service Topology and Behavior
3. Internal Responses to the Servicescapape- Environment and Cognition, Environment and Emotion, Environment and Physiology
4. Service Typology and Internal Responses and Response Moderators
5. Dimensions of the Servicescape- Ambient Conditions, Spatial Layout and Functionality, Signs, Symbols, and Artifacts, Service Typology and Environmental Dimensions
6. Managerial Implications and Research Implications
What is the Lesson Learn?
---------------------------------------------------------------------
Servicescapes is a typology and
References: ------------------------------------------------------------------- 1. Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Author(s): Mary Jo Bitner, Reviewed work(s): Source: The Journal of Marketing, Vol. 56, No. 2 (Apr., 1992), pp. 57-71 2. Booms, BH; Bitner, MJ (1981). "Marketing strategies and organisation structures for service firms". In Donnelly, J; George, WR. Marketing of Services. Chicago, IL: American Marketing Association. 3. Rosenbaum, Mark S.; Wong, Ipkin A. (2007). "The Darker Side of the Servicescape: A Case Study of the Bali Syndrome". International Journal of Culture, Travel, and Hospitality Research 1 (3): 161–174. doi:10.1108/17506180710751696. 4. Rosenbaum, Mark S.; Montoya, Detra (2007). "Exploring the Role of Ethnicity in Place Avoidance and Approach Decisions". Journal of Business Research 60 (3): 206–214. 5. Kim, Kyoungtae; Bae, Sungwon; Stringfellow, Don (12 April 2005). The Servicescape in Golf Courses: The Effects of Physical Environment on the Consumers ' Internal Response and Behavioral Outcome (Sport Management). 2005 AAHPERD National Convention and Exposition. Chicago, Illinois. Retrieved 20 September 2012. 6. Daas, D., Hurkmans, T., Overbeek, S. and Bouwman, H. 2012. Developing a decision support system for business model design. Electronic Markets - The International Journal on Networked Business, published Online 29. Dec. 2012. 7. Al-Debei, M. M., El-Haddadeh, R., & Avison, D. (2008). "Defining the business model in the new world of digital business." In Proceedings of the Americas Conference on Information Systems (AMCIS) (Vol. 2008, pp. 1-11). 8. Al-Debei, M. M., & Avison, D. (2010). Developing a unified framework of the business model concept. European Journal of Information Systems, 19(3), 359-376.