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Physical evidence and the servicescape
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Physical evidence and the servicescape

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  • 1. Chapter 10 Physical Evidence and the Servicescape
    • Physical Evidence—What is it?
    • Types of Servicescapes
    • Roles of the Servicescape
    • Framework for Understanding Servicescape Effects on Behavior
    • Approaches for Understanding Servicescape Effects
    • Guidelines for Physical Evidence Strategy
  • 2. Objectives for Chapter 10: Physical Evidence and the Servicescape
    • Explain the impact on customer perceptions of physical evidence, particularly the servicescape.
    • Illustrate differences in types and roles of servicescapes and their implications for strategy.
    • Explain why the servicescape affects employee and customer behavior.
    • Analyze four different approaches for understanding the effects of physical environment.
    • Present elements of an effective physical evidence strategy.
  • 3. Table 10.1 Elements of Physical Evidence
  • 4. Table 10.2 Examples of Physical Evidence from the Customer’s Point of View
  • 5. Table 10.3 Typology of Service Organizations Based on Variations in Form and Use of the Servicescape
  • 6. Figure 10.2 A Framework for Understanding Environment-User Relationships in Service Organizations