MKT 723 Lecture Notes - Lecture 7: Servicescape, Noise Music, Aromatherapy
Document Summary
Mkt 723: week 7 (chapter 10 & chapter 11) The environment in which the service is: Anything tangible which is used to communicate the service or facilitate performance. Physical facility is also known as servicescape . Design the servicescape and other tangibles to support and build the service brand. Whether the experience is mundane or spectacular, the servicescape can have a profound effect on the customer experience. Clue management: the process of clearly identifying and managing all the various clues that customers use to form their impressions and feelings about the company. Differentiator facilitates the flow of the service delivery process. Provides information (how am i to act?) facilitates the ordering process (how does this work?) facilitates service delivery facilitates interaction between: Sets provider apart from competition in the mind of the consumer. Framework for understanding environment-user relationships in service organizations. Can impact alertness, anxiety and computational skills. Recognize the strategic impact of physical evidence.
