MNM3713
OCT/NOV PORTFOLIO 2024
UNIQUE NO.
DUE DATE: 31 OCTOBER 2024
, MNM3713
October/November Portfolio Semester 2 2024
Unique Number:
Due Date: 31 October 2024
Services Marketing
Title: Analyzing Environmental Influence, Communication Alignment, and Service
Recovery in Customer Service Settings
Introduction
Customer experience in service environments is shaped by multiple factors, including
the physical layout of the space, the nature of social interactions, and the organization’s
approach to managing expectations and handling service failures. This essay examines
the ways in which environmental design influences customer behavior and emotions,
assesses the alignment between service promises and delivery, and evaluates the
effectiveness of the service recovery process in a selected service provider setting.
Question 1: Environmental Influence on Customer Behavior
1. Individual Behaviors
The physical layout, such as clear signage, spacious walkways, and strategically
placed seating, greatly influences customer movement. In a retail environment,
for example, wide aisles and visible product displays encourage customers to
explore different sections comfortably, reducing congestion (Baker, Grewal, &
Parasuraman, 1994). In contrast, narrow pathways can lead to crowding, which
may cause frustration.
Image: An image of a well-organized retail environment with wide aisles and
product displays supports this observation.
2. Social Interactions
The design of a space significantly affects social interactions. A coffee shop with