Recording from the first webinar of module 5 of the open access graduate course Understanding Customer Experience #uce72 at Karlstad Business School in conjunction with CTF, Service Research Center.

1. Servicescape / Experience rooms
Webinar 1 of module 5
#uce72 2018-05-07
This work by Jörg Pareigis is licensed under a Creative Commons Attribution-
NonCommercial-ShareAlike 4.0 International License.

4. "Gemeinschaftsbereich Lobby" by Quartier Hostel shared under a Creative Commons (BY) license "Raffles Hotel Lobby" by Eustaquio Santimano shared under a Creative Commons (BY-NC-ND) license

5. flickr photo by Alper Çuğun shared under a Creative Commons (BY) license

7. Roles of the servicescape
Packaging
Facilitator
Socializer
Differentiator

8. A Framework for Understanding Environment-User Relationships in
Service Organizations
Source: M. J. Bitner, “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing 56 (April 1992), 57–71.

9. What do customers do IN
servicescapes?
How well does the servicescape
function as a facilitator?

11. Participant observation

12. Navigating

13. Ticketing

14. Navigating
Ticketing

15. Three resource integration activities
• Identifying
• Sense-making
• Using
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SU

16. Navigating
Ticketing
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