Essay On Servicescape
Servicescape: The Impact Of Physical Environment On Customer Behaviour
Introduction (Academic context to support your investigation)
The importance of physical environment on customers is widely recognised by managers and mentioned in many service industry. It is true that customers will make use of a service enterprise if they perceive that the service provided will be of high quality (Brady & Cronin, ). According to Abdullah Rosario (), quality of services delivered plays considerably a major role in shaping and manipulating customer satisfaction. With customer satisfaction comes positive customer behaviour. It is highly visible in the service sectors such as restaurants, hotels, retails, hospitals and bank.
One important aspect regarding perception of servicescape includes the study of the physical environment in which the services are delivered. The servicescape model helps management develop a strategy to impress their first-time or regular customers. However, managers often restructure these elements but are often not fully utilising it. It is important for service managers to understand that the quality of the service environment is positively linked with customer satisfaction. On the other hand, it is also negatively linked with customer complaints.
Physical environment in a service business such as ambience, aesthetics, signages etc. plays an important role in creating a positive customer behaviour and experience. Bitner () studied in the area of service marketing specifically in physical environment. According to him, in a service setting, physical environment is the main factor which will be impacting customer’s perception during their first experience and their consumption of the service carries out within the physical environment. The importance of understanding service’s physical environment it the key to manipulate customer’s behaviour and to create a positive image for service business.
Kotler () defined customer satisfaction as “the level of a persons felt state resulting from comparing a product’s perceived performance or outcome to his/her expectations.” Thus, with positive perception of the service matching customer’s expectation, it leads to positive customer behaviour. In turn, it helps increase long-term customer relationship as well. The physical environment can help to achieve a positive first experience. The physical environment includes attributes such as ambiance, space/function, signage, symbols and artefacts of the service in which services are performed and delivered to customers. With these, it aids in the first impression of both the image of the business and eventually influences behaviours in the service setting. The physical environment is the area in which the service is delivered. It allows the business and customers to communicate, and recognises that the intangible service can be made tangible.
Loading: Checking Spelling0%
The Impact of Education on The Use of Physical Restraintwords - 7 pages The purpose of this paper was to understand what the best practice was for the utilization and application of restraints in the cognitively impaired. For this paper’s purpose, “cognitively impaired” will be defined as “altered cognitive function”, either temporary or permanent (Craven, , p. ). The use and surrounding knowledge of restraints has undergone critical changes that affect nurses’ care plans and the patients’ therapeutic
The Impact Of Online Communities On Physical Social Relationshipswords - 5 pages Abstract Nowadays, people spend much time in online communities to network with virtual friends and play role plays. They provide an advantage for people with special needs who cannot leave the house, because they benefit from the accessibility of the internet. Moreover, they help people who often move to stay in touch with their friends. Nevertheless, spending too much time in online communities leads to drawbacks in the development of the
Impact of Consumer Behaviour on Marketing Desisionswords - 5 pages woaknb.wz.sk Coursework - woaknb.wz.sk - Redistribution Prohibited Consumer
Our Impact On The Environmentwords - 4 pages The Tragedy of the Commons has been used to explain how human interference has resulted in negative outcomes for the natural environment. Those who maintain resources by a community controlled basis seem to care much more about who else uses them. The people are worried about how much of the resource they will be able to benefit from and how much they can have which makes them more concerned about the possibility of someone else overusing the
Human Impact on the Environmentwords - 7 pages Human Impact on the Environment About three hundred years ago there was a definite spurt in the population of the human race. This was brought about with advancements in sanitation and technology, as well as a dramatic fall in the death rate. By around the world's population had grown to about 1 billion and by it had risen to 2 billion. The current figure is around 6 billion and at this rate the United Nations
Human Impact on the Environmentwords - 6 pages "It ever was, and is, and ever shall be, ever-living fire, in measures being kindled, and in measures going out" -Heraclites Without Man, the flow of energy across the earth is organic and uninterrupted. The Sun warms the plants, the plants grow, animals eat the plants, animals eat the animals, and the animals die and melt back into the ground. The sun warms that ground again and the next generation begins. Although 10% of the sun's original
The Physical Environment of the Korean Peninsulawords - 5 pages Korea, located on the Korean Peninsula in North-East Asia, consists of two separate states – North Korea and South Korea. What makes it a peninsula is the fact that it has the Yellow Sea on its western coast, the East China Sea on it southern coast, and the Sea of Japan on its eastern coast. Its neighbors, and only land access, are China to the northwest and Russia to the northeast. Occupying a land mass of over 84, square miles, Korea has a
The Damaging Impact of Overpopulation on the Environmentwords - 4 pages The Damaging Impact of Overpopulation on the Environment billion…This is not a whole lot of bacteria, but when it comes to humans, it is a very formidable number. The human population has been increasing at an extremely high rate in the last century and unfortunately, not much has been done to slow down this process. Undoubtedly, overpopulation is a global issue. It is global because it pertains to all of humanity, but global also means
The impact of nuclear testing on the Australian environmentwords - 12 pages The impact of British nuclear tests in Australia, as well as the government funded uranium mines which operated from the 's through to the early 's (the most notorious of these mines being Rum Jungle) has had a significant impact on the Australian environment and has caused long term damage to water systems, wildlife
The Impact of Human Activities on the Environmentwords - 8 pages The Impact of Human Activities on the Environment Everything that humans do has some impact on the environment. Pollution is a result of human activities in the environment. The main sources of pollution are farming, water pollution and air pollution. Farming is having an increased impact on the environment. This is because there is increased pressure on farmers to produce a single crop and to concentrate on one form
Analysis of the School's PHYSICAL Environmentwords - 3 pages I. The Classroom Physical EnvironmentA. Observations1. Draw a map of the classroom. In your map include: clock, student desks, chairs, blackboards, computers, closets, shelves, learning centers, audio video equipment, bulletin boards, teacher's desk, plants, door, windows, animals, waste basket, pencil sharpener, tables, and other furniture and/or equipment,2. What is posted on the walls? How are displays arranged? Are
In the context of ethnic dining services, authenticity is the key ingredient. This study aims to investigate the impact of servicescape dimensions on consumers’ prepurchase authenticity perceptions and patronage intentions to ethnic restaurants. The authors propose that three key dimensions of the servicescape—the physical setting, service providers, and other customers—provide ethnic-associated cues for consumers to assess authenticity in the preconsumption stage. Empirical results from a between-subject experimental design suggest that servicescape dimensions can induce preconsumption authenticity perceptions of ethnic restaurants and that the dimensional cues interplay to affect authenticity assessments. Furthermore, a customer’s ethnicity (referent ethnic vs. mainstream) affects how she/he interprets servicescape cues and, therefore, his/her authenticity assessment. The perceived authenticity, together with a consumer’s trait of cosmopolitanism and his/her familiarity with such ethnic restaurants, consequently affect consumers’ patronage intentions. These findings contribute to hospitality research on consumers’ authenticity assessments of ethnic restaurants. Furthermore, managerial implications for ethnic restaurants in terms of marketing strategies will be discussed.