Servicescape Johannessimatupangs Weblog环境 johannessimatupang的博客.pptVIP

* * * * * * * * * * * * * * * PHYSICAL EVIDENCE AND THE SERVICESCAPEChapter 10 Donna J. Hill, Ph.D. Service Marketing Spring 2000 Servicescape Physical facility ---(interior exterior) Ambient conditions ---(temp. colors, noises, smells) Other tangibles Table 10-1Elements of Physical Evidence Impact of Service Environment Purchase decision Expectations Service quality evaluations Satisfaction Table 10-2 Examples of Physical Evidence from the Customer’s Point of View Table 10-3 Typology of Service Organizations Based on Variations in Form and Use of the Servicescape Roles of the Service