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9. Service Delivery -Physical Evidence & Servicescape - Coggle Diagram
9. Service Delivery -Physical Evidence & Servicescape
Factors Affecting Service Delivery
Physical Evidences
Elements
Servicescape
Other Tangibles
Importance
a) the actual physical env where the service is performed, delivered, and consumed.
b) Firm and customer interact here
c) Considered important for customer response, particularly perceptions, evaluation, assessment.
d) Critical in overall customer experiences.
Employee
Customer
Serviscape
Types
Usage
Remote service
Interpersonal services
Self-service environment
Complexity of Servicescapes
Lean environment
Elaborate environment
Roles of the servicescape
Package
Facilitator
Socializer
Differentiator
Framework For Understanding Servicescape Effects On Behavior
1.) Behaviors in the servicescape
A. Individual Behaviors:
Approach Behavior: (positive)
Avoidance Behavior: (negative)
B. Social Interactions
2.) Internal responses to the servicescape
Cognitively
Emotionally
Physiologically
3.) Environmental dimensions of the servicescape
Ambient conditions
Spatial Layout & functionality
Signs, symbols & artifacts
Importance of Servicescape
Packaging
Facilitating
Socialising
Differentiating
Factors affecting Servicescape
Ambience
Navigation
Seating Comfort
Interior Decor
Cleanliness
Steps of Developing An Effective Physical Evidence Strategy
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
6.Work cross-functionally