Study Guides (248,516)
Canada (121,604)
Administration (1,205)
ADM3322 (8)
All (6)

Ch. 11 - Summary.docx

7 Pages
38 Views
Unlock Document

Department
Administration
Course
ADM3322
Professor
All Professors
Semester
Spring

Description
Services MarketingChapter 11 Physical Evidence and the ServicescapePhysical EvidenceWhat is Physical EvidencePhysical evidence the environment in which the service is delivered and in which the firm and the customer interact and any tangible commodities that facilitate performance or communication of the serviceServicescape the physical facility where service is deliveredoFacility exterior exterior design signage parking landscape surroundingsoFacility interior interior design equipment signage layout air qualitytempoOther tangibles business cards billing statements employee dress brochures web pagesEffective design of physical evidence is important for closing Gap 2How Does Physical Evidence Affect the Customer ExperienceExperience engineering through clue managementoClue management the process of clearly identifying and managing all the various clues that customers use to form their impressions and feelings about the company Included in that are mechanics clues or the physical and tangible cluesTypes of ServicescapesServicescape UsageSelfservice where the customer performs most or all of the activities is interactive with the physical facilityoEx ATMs movie theatres express mail dropoffs online servicesoPlan servicescape to focus exclusively on creating right market segment and creating the desired service experienceRemote service little or no customer involvement with the servicescape customer rarely sees the physical facilityoEx telecommunications utilities financial consultants mailorder services
More Less

Related notes for ADM3322

Log In


OR

Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


OR

By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.


Submit