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Physical Evidence &Servicecape Chpt11

Physical Evidence &Servicecape Chpt11

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Published by tom george

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Categories:Types, Business/Law
Published by: tom george on Jul 01, 2012
Copyright:Attribution Non-commercial

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05/13/2014

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PHYSICAL EVIDENCE&SERVICECAPE
Physical evidence is the environment in which theservice is delivered, in which the firm and thecustomer interact + any tangible commodities thatfacilitate performance or communication of theserviceThe Physical Facilities are also referred to as
Servicescape 
- a form of non-verbalcommunication between the firm , employees andthe customers
 
PHYSICAL EVIDENCE &SERVICECAPE
ELEMENTS OF PHYSICAL EVIDENCE
SERVICESCAPE
Facility Exterior
Exterior DesignsSignageParkingLandscapeSurrounding environment
Facility Interior
Interior designEquipmentSignageLayoutAir Quality/ Temperature
OTHER TANGIBLES
Business CardsStationeryBilling statementsReportsEmployee dressUniformsBrochuresWeb pagesVirtual servicescapes
 
 
PHYSICAL EVIDENCE&SERVICECAPE
Physical Evidence has a profound effect on thecustomer experienceLewis Carbone
 –
 
“experience engineering”through “clue management”
 A process of identifying and managing all thevarious clues that customers use to form theirimpressions and feelings about the company.

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