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MGMT 435 - Final Exam Study Guide Terms in this set (59) Servicescapes The physical environment of the supporting facility influences both customer and employee behavior and should be designed with an image and feel that is congruent with the servi£8.72
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MGMT 435 - Final Exam Study Guide Terms in this set (59) Servicescapes The physical environment of the supporting facility influences both customer and employee behavior and should be designed with an image and feel that is congruent with the servi
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Module
CGAP - Certified Government Auditing Professional
Institution
CGAP - Certified Government Auditing Professional
MGMT 435 - Final Exam Study Guide
Terms in this set (59)
Servicescapes The physical environment of the supporting facility influences both customer and employee behavior and should be designed with an image and feel that is congruent with the service concept
Typology of Servicesc...
The physical environment of the supporting facility influences both customer and
Servicescapes employee behavior and should be designed with an image and feel that is congruent
with the service concept
Self-service (customer only)
Typology of Servicescapes Interpersonal services (both customer and employee)
Remote service (employee only)
Plays a central role in guiding customer behavior through the use of signage and
Self-Service Operation
intuitive design of interfaces
The primary physical design of objectives are employee satisfaction, motivation, and
Remote Services
operational efficiency because customers do not visit the site physically
Social interaction between employees and customers and among customers should be
Interpersonal Services
facilitated by the servicescape
The first behavioral need of an individual on entering a place.
- Where am I?
- How does this organization work, and what do I do next?
Orientation
On entering a physical setting, customers gain control when they can use spatial cues,
along with previous experience, to identify where they are, where they should go, and
what they need to do
The background of our environment, such as temperature, lighting, noise, music, and
Ambient Conditions
scent, affects all five of our senses
Reception area, circulation paths of employees and customers, and focal points. The
Spatial Layout/ Functionality arrangement of furnishings and equipment and the relationships among them create a
visual and functional landscape for delivery of the service.
Signs, Symbols, and Artifacts Selection, orientation, location, and size of objects.
MGMT 435 - Final Exam Study Guide
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