Read Online (Free) relies on page scans, which are not currently available to screen readers. To access this article, please contact JSTOR User Support . We'll provide a PDF copy for your screen reader. With a personal account, you can read up to 100 articles each month for free. Show
Already have an account? Log in Monthly Plan
Yearly Plan
Log in through your institution Purchase a PDFPurchase this article for $41.50 USD. How does it work?
journal article Servicescapes: The Impact of Physical Surroundings on Customers and EmployeesJournal of Marketing Vol. 56, No. 2 (Apr., 1992) , pp. 57-71 (15 pages) Published By: Sage Publications, Inc. https://doi.org/10.2307/1252042 https://www.jstor.org/stable/1252042 Read and download Log in through your school or library Alternate access options For independent researchers Read Online Read 100 articles/month free Subscribe to JPASS Unlimited reading + 10 downloads Purchase article $41.50 - Download now and later Abstract A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications. Journal Information The Journal of Marketing (JM) develops and disseminates knowledge about real-world marketing questions relevant to scholars, educators, managers, consumers, policy makers and other societal stakeholders. It is the premier outlet for substantive research in marketing. Since its founding in 1936, JM has played a significant role in shaping the content and boundaries of the marketing discipline? Publisher Information Sara Miller McCune founded SAGE Publishing in 1965 to support the dissemination of usable knowledge and educate a global community. SAGE is a leading international provider of innovative, high-quality content publishing more than 900 journals and over 800 new books each year, spanning a wide range of subject areas. A growing selection of library products includes archives, data, case studies and video. SAGE remains majority owned by our founder and after her lifetime will become owned by a charitable trust that secures the company’s continued independence. Principal offices are located in Los Angeles, London, New Delhi, Singapore, Washington DC and Melbourne. www.sagepublishing.com Rights & Usage This item is part of a JSTOR Collection. Nội dung chính Show
All of the following are strategic roles of the servicescape EXCEPT: Free Multiple Choice The Apple Store's clean,open spaces and white walls create a modern feel and draw all of the customer's attention to relatively few products on display.The Apple Store's servicescape is playing what strategic role? Free Multiple Choice The clearly displayed ENTRANCE and EXIT signs at a Jiffy-Lube 10-minute oil and lubrication service indicate that the Jiffy-Lube servicescape is playing the strategic role of: Free Multiple Choice Many new commercial aircraft designed for long haul international flights now have business class seats that recline into "skybeds" making it much easier for passengers to sleep.The skybeds represent an aspect of the aircraft servicescape that highlights its role as: Multiple Choice Based on servicescape usage,a dance studio is a(n)_____ environment. Multiple Choice Which of the following service organizations has an elaborate environment? Multiple Choice In terms of servicescape complexity,which of the following is a lean service environment? Multiple Choice The receptionist at Dr.Smith's office is shut off from the waiting area by a glass partition.She must open a small door to communicate with patients and at times,it is difficult to get her attention.In this example,the servicescape could be improved with respect to its role as a: Multiple Choice In a(n)_____ environment,the service facility can be designed to keep its employees motivated and to facilitate productivity,teamwork and operational efficiency without any consideration of customers. Multiple Choice The patient examination room in a doctor's office is a: Multiple Choice Which of the following is an element of the servicescape for the Fred Astaire Dance Studio? Multiple Choice Based on servicescape usage,a convenience store is a(n)_____ environment. Multiple Choice Which of the following is an example of a remote service environment? Multiple Choice Coinstar is a self-service coin-counter found in many supermarkets.You pour your coins in and the machine counts the coins and gives you bills for an 8.9 percent fee.In terms of servicescape complexity,a Coinstar machine is a(n)_____ service environment. Multiple Choice When you visit the web site for Hyatt hotels,you can look at pictures of its newest hotels,register for its continuity programs and make reservations quickly.Because the site is inviting,attractive and fun to browse,customers perceive the Hyatt hotels to also be this way.By designing it this way,Hyatt has used: Multiple Choice In a(n)_____ environment,the servicescape must be planned to attract,satisfy and facilitate the activities of both customers and employees simultaneously. Multiple Choice In terms of its servicescape complexity,The White Elephant,a restaurant that specializes in traditional Thai cooking is an example of a(n)_____ service environment. Multiple Choice All aspects of the organization's physical facility are collectively referred to as the: Multiple Choice When you visit the web site for Hyatt hotels,you can look at pictures of its newest hotels,register for its continuity programs and make reservations quickly.These elements of its web site are all examples of: Multiple Choice All of the following are elements of a hotel's servicescape EXCEPT: Multiple Choice Which of the following is an element of a Servicescape?The servicescape includes the facility's exterior (landscape, exterior design, signage, parking, surrounding environment) and interior (interior design and decor, equipment, signage, layout) and ambient conditions (air quality, temperature and lighting). What is Servicescape quizlet?Servicescape refers to: The service environment. The 'place' where the service takes place. The use of the physical evidence to design service environments. What is the first step in developing physical evidence strategy?Guidelines for Effective Strategy of Physical Evidence in.... Recognize the Strategic Impact of Physical Evidence: ... . Map the Physical Evidence of Service: ... . Clarify Roles of the Servicescape: ... . Assess and Identify Physical Evidence Opportunities: ... . Be Prepared to Update and Modernize the Evidence: ... . Work Cross-functionally:. What is the first step in delivering high service quality?The first step in implementing service quality improvement is identifying where customer expectations are not met or opportunities for such improvements. Various customer satisfaction assessment methods should be applied in collecting and analysing the customer service and their satisfaction. Which of the following is an element of Servicescape?The servicescape includes the facility's exterior (landscape, exterior design, signage, parking, surrounding environment) and interior (interior design and decor, equipment, signage, layout) and ambient conditions (air quality, temperature and lighting).
What is Servicescape quizlet?Servicescape refers to: The service environment. The 'place' where the service takes place. The use of the physical evidence to design service environments.
What is the first step in delivering high service quality?The first step in implementing service quality improvement is identifying where customer expectations are not met or opportunities for such improvements. Various customer satisfaction assessment methods should be applied in collecting and analysing the customer service and their satisfaction.
What is the first step in developing physical evidence strategy?Guidelines for Physical Evidence Strategy in Services Marketing. Recognize the strategic impact of physical evidence: ... . Map the physical evidence of service: ... . Clarify the roles of servicescape: ... . Assess and identify physical evidence opportunities: ... . Be prepared to update and modernize the evidence: ... . Work cross functionally:. |
In terms of servicescape complexity, which of the following is a lean service environment?
zusammenhängende Posts
Urheberrechte © © 2024 defrojeostern Inc.
