Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Abstract

A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.

The Moderating Influence of Organizational Support on the Development of Salesperson Job Performance: Can an Organization Provide Too Much Support?

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A Sustainable Building Promotes Pro-Environmental Behavior: An Observational Study on Food Disposal

“…How these norms can be imbued in the context of one's environment has been largely unexplored as a tool to alter behavior at an aggregate level. Existing laboratory research [4], and applied research in health [5], education [6], and organizational [7] and consumer [8] behavior have converged on the notion that modifying contextual factors may be an effective way to shape behavior. These results raise the exciting possibility that context can serve as a means to promote environmentally conscious behavior outside the lab and in everyday life.…”

Quality Perception of the 2012 World Indoor Athletics Championships

“…The researchers suggested innovative design and style approaches to develop the atmosphere of facilities. Physical environment quality may affect the cognitive/emotional states and buying behaviours of customers (Donovan and Rossiter, 1982; Wakefield et al, 1996), as the majority of services utilised by consumers within the physical facility are produced and consumed all at the same time (Bitner, 1992). It was stated that the event service experiences of customers focused on sports facilities during the sport and recreational services (Westerbeek, 2000).…”