front 1 Physical Evidence | back 1 customers often rely on tangible cues, or physical evidence, to evaluate the service before its purchase and to assess their satisfaction with the service during and after consumption. |
front 2 Servicescape | back 2 Facility exterior, facility interior, other tangibles |
front 3 Facility exterior | back 3 includes exterior design, signage, parking, landscape, surrounding environment, etc. |
front 4 Facility interior | back 4 includes interior design, equipment, signage, layout, air quality/ temperature, sound, music, scent, lighting, etc. |
front 5 Other tangibles | back 5 includes business cards, stationery, billing statements, reports, employee dress, uniforms, brochures, web pages, virtual servicescape, etc. |
front 6 Types of servicescape | back 6 servicescape usage and servicescape complexity |
front 7 Servicescape usuage | back 7 self service, interpersonal services, and remote services |
front 8 Self service | back 8 customer performs most of the activities and few if any employees are involved. |
front 9 Interpersonal services | back 9 placed between two extremes and represent situations in which both the customer and the employee are present and active in the servicescape. |
front 10 Remote services | back 10 has little or no customer involvement with the servicescape. |
front 11 Servicescape complexity | back 11 elaborate environment and lean environment. |
front 12 Elaborate environment | back 12 very complicated servicescapes with many elements and many forms. |
front 13 Lean environmnet | back 13 some service environments are very simple, with few elements, few spaces, and few pieces of equipment. |
front 14 Strategic roles of the servicescape | back 14 package, facilitator, socializer, and differentiator. |
front 15 Package | back 15 similar to a tangible product's package, the servicescape and other elements of physical evidence essentially "wrap" the service and convey to consumers an external image of what is "inside." |
front 16 Facilitator | back 16 the servicescape can also serve as a facilitator in aiding the performance of persons in the environment. |
front 17 Socializer | back 17 the design of the servicescape aids in the socialization of both employees and customers in the sense that it helps covey expected roles, behaviors, and relationships. |
front 18 Differentiator | back 18 the design of the physical facility ca differentiate a firm from its competitors and signal the market segment that the service is intended for. |
front 19 Physical environment dimensions | back 19 ambient conditions, spatial layout and functionality, and signs symbols and functionality. |
front 20 Ambient conditions | back 20 temperature air quality, noise, music, odor, etc. |
front 21 Spatial layout and functionality | back 21 layout, equipment, furnishings, etc. |
front 22 Signs, symbols, and artifacts | back 22 signs, personal artifacts, style of decor, etc. |
front 23 Internal responses | back 23 customer responses and employee responses: cognitive, emotional, and physiological |
front 24 Customer behaviors | back 24 attraction, stay/explore, spend money, return, carry out plan |
front 25 Employee behaviors | back 25 affiliation, exploration, stay longer, commitment, carryout the plan |