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  • Service Scapes

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    CiciMunandar
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    The document discusses how the environmental dimensions of a space, including ambient conditions, layout, and signage/decor can impact the internal responses and behaviors of both employees and customers. Environmental factors are moderated by individual beliefs and attitudes and can lead to cognitive, emotional, and physical responses that encourage approach behaviors like exploration or affiliation or discourage avoidant behaviors.

    Original Description:

    hubungan antara layanan dan lingkungan servicescapes menurut Bitner

    Original Title

    SERVICE SCAPES

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    The document discusses how the environmental dimensions of a space, including ambient conditions, layout, and signage/decor can impact the internal responses and behaviors of both employees and customers. Environmental factors are moderated by individual beliefs and attitudes and can lead to cognitive, emotional, and physical responses that encourage approach behaviors like exploration or affiliation or discourage avoidant behaviors.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    4 views2 pages

    Service Scapes

    Uploaded by

    CiciMunandar
    The document discusses how the environmental dimensions of a space, including ambient conditions, layout, and signage/decor can impact the internal responses and behaviors of both employees and customers. Environmental factors are moderated by individual beliefs and attitudes and can lead to cognitive, emotional, and physical responses that encourage approach behaviors like exploration or affiliation or discourage avoidant behaviors.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    ENVIRONMENTA

    L
    DIMENSIONS

    ENVIRONMENTAL
    DIMENSIONS

    Ambient
    Conditions
    temperature
    air quality
    noise
    music
    odor
    etc
    Space/Function
    layout
    equipment
    furnishings
    etc
    Signs, Symbols
    & Artifacts
    signage
    personal
    artifacts
    style or decor
    etc

    HOLISTIC
    ENVIRONTMEN
    T

    MODERATORS

    INTERNAL RESPONSES

    Cognitive
    Emotional Physiological
    -beliefs
    -mood
    -pain
    -categorization -attitude -comfort
    -symbolic
    -movement
    meaning
    -physical
    fit

    BEHAVIOR

    Approach
    affiliation
    exploration
    stay longer
    commitment
    carry out plan
    Avoid
    (opposites of
    approach)

    Employee
    Response
    Moderators

    Employee
    Response
    Social
    Intraction
    Between and
    Among
    Customers
    and Employees

    Perceived
    Servicesca
    pe
    Customer
    Response
    Moderators

    Customer
    Response

    Cognitive
    Emotional Physiological
    -beliefs
    -mood
    -pain
    -categorization -attitude -comfort
    -symbolic
    -movement
    meaning
    -physical
    fit

    Approach
    attraction
    stay/explore
    spend money
    return
    carry out plan
    Avoid
    (opposites of
    approach)

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