100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
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 $10.99   Add to cart

Exam (elaborations)

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

 2 views  0 purchase
  • Course
  • 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...

[Show more]

Preview 1 out of 4  pages

  • August 7, 2024
  • 4
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • CGAP - Certified Government Auditing Professional
  • CGAP - Certified Government Auditing Professional
avatar-seller
Denyss
8/7/24, 4:35 AM



MGMT 435 - Final Exam Study Guide
Jeremiah




Terms in this set (59)

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




1/4

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller Denyss. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $10.99. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

79271 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$10.99
  • (0)
  Add to cart