Servicescape Essay - 612 Words

Evaluating a servicescape: the effect of cognition and emotion Ingrid Y. Lin Servicescape is a topic that focuses on the physical evidence of an organization. Everything from the exterior of a company to their interior and employees is an attribute of servicescape. The topic deals with the impression created by the company in the eyes of the customer walking in to the company. Whatever the customer sees is what they will perceive is the basic idea of servicescape in a company. In addition to the physical evidence, there are behaviors and internal responses to the servicescape that comes from within a customer. The internal response deals with the effect of cognition and emotion. This article gives us a great idea on how the customer†¦show more content†¦The right choice of music can be effectively used to minimize negative consequences. Along with that, it can return greater shopping time, and more enjoyed time at the place. The article then discuses more aspects of servicescape dealing with olfactory cues, which comes down to the scent used at the p lace to attract customers. Furthermore, the article discuses the emotional responses generated by the customers through the three dimensions in the framework, pleasure, arousal, and dominance. This brings us to our question of how do consumers evaluate servicescape, do they think first or do they feel first as they enter a servicescape? To get into the debate of which precedes first is out of the scope of this response. Both sides are presenting valuable information that can be argued diligently. There is great amount of literature in this article focusing on the cognitive and emotional states in servicescape. On the contrary, very little emphases have been placed on the customer perception and their evaluation of these settings. This article could have benefitted from examples of real customers walking into servicescape and their responses to it. The article could have looked at a servicescape through the eyes of a customer to better understand their perception. A main aspect that the research in this article came short of was that when we first form a perception of a servicescape, we are essentially processing cognitivelyShow MoreRelatedServicescape-HM Essay3780 Words   |  16 Pagesstores, it only attracts a small number of customers. As a result, our group made a research about the shop in order to discover the problems and provide meaningful suggestions. Based on the group member’s real introspection about the shop and the servicescape which enabled us to have general beliefs, feelings, and behavioral intentions toward the store (Elisabeth 2011), our group analyzed the problem of HM through three aspects, vision, odor and auditory sense. In order to draw more customers’ attentionRead MoreThe Impact of Servicescape in a Restaurant on Customer Behavioral854 Words   |  4 PagesIMPACT OF SERVICESCAPE IN A RESTAURANT ON CUSTOMER BEHAVIORAL In order to be successful, restaurant operators need to create a pleasant servicescape and provide excellent service to their customers. The servicescape is the physical environment of a service organization where the service transaction occurs. It is composed of some elements such as the colour, music, scent, layout, lighting, and design in a physical environment. There is enough evidence to suggest that the servicescape hasRead MoreLitrature Review. Ii. The Social Servicescape (The Social1696 Words   |  7 PagesLITRATURE REVIEW II. The Social servicescape (The Social environment) According to Baker et al., (1994), social servicescape is related to people who share a specific service environment. Bitner, et al (1990) defined social servicescape as â€Å"The service encounter that often occurs in the presence of multiple customers who share a common servicescape†. While Tombs and Kennedy (2002) defined it as â€Å"a service setting where the human aspects of the environment impact on the behavior of customers as aRead MoreRestaurant Servicescape, Service Encounter, and Perceived Congruency on Customers’ Emotions and Satisfaction8883 Words   |  36 Pagescom/loi/whmm20 Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers Emotions and Satisfaction Ingrid Y. Lin Anna S. Mattila a a b School of Travel Industry Management, University of Hawaii at Manoa, Honolulu, Hawaii, USA b School of Hospitality Management, The Pennsylvania State University, University Park, Pennsylvania, USA Published online: 15 Oct 2010. To cite this article: Ingrid Y. Lin Anna S. Mattila (2010): Restaurant Servicescape, Service EncounterRead More2 a Study on the Impact of Servicescape on Consumer Behaviour in the Hotel Industry. a Case Study of Upscale Restaurants/Hotels in London, Uk11980 Words   |  48 PagesStructure†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Chapter 2 – Literature Review†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦12 2.1 Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 2.2 Servicescape†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2.3 Significance of Servicescape in Upscale Restaurants†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 2.4 Servicescape in Diverse Service Settings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 2.5 Elements of a Servicescape†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2.5-1 Ambience†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 2.5-1a Temperature†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 2.5-1b Music†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Read MoreErvice Performance and Service Quality of the Starbucks. Essay940 Words   |  4 Pagesis better than to separate the questions, because we can listen all of members’ ideas. We discussed that the servicescape is the physical environment in which service delivery. Servicescapes are an important tangible component of the service product that provide cues to customers and create an immediate perceptual image in customers’ minds. In the Starbucks coffee shop’s servicescape, there are some pop songs played in the store, music can be used as an effective tool to minimize the negative consequencesRead MoreAn Experimental Approach And Avoidance Motivation Essay800 Words   |  4 Pages Evans, J. R. (1995). Retail management: A strategic approach. Englewood Cliffs, NJ : Prentice Hall. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. Bryman, A., Bell, E. (2015). Business research methods. Oxford University Press, USA. Chang, J. C. (2016). The Impact of Servicescape on Quality Perception and Customers Behavioural Intentions. Advances in Management and Applied Economics, 6(4), 67. Chang,Read MoreIntegrated Service Marketing Communication For Anz Bank1250 Words   |  5 Pagesimprove the organizational work processes and behaviour of the people working in ANZ bank. Staff should teach customers to use to self-service technology correctly. 2.7. Servicescape and Physical Evidence The impact of physical environment in which an organization works comes under the concept of servicescape. This concept of servicescape helps in understanding the difference between the services provided by different companies and organizations of the same sector. The services provided by all the banksRead MoreMarketing Mix - Service 7 Ps1528 Words   |  7 Pagesfacility i.e. its servicescape can play an important role in the service experience. Copyright  © Continuum Learning Pte Ltd. All Rights Reserved. Company No.: 200509320M Contacts : www.continuumlearning.com beeleng@continuumlearning.com mobile 65-9199 5556 -2- CONTINUUM LEARNING PTE LTD For theme park, restaurant, health club, hospital or school, its servicescape is critical in communicating about the service and making the entire customer experience positive. The â€Å"servicescape† illustrates howRead MoreThe Importance Of Physical Environment And Service Quality1424 Words   |  6 Pagesthe 1970s, but still, numerous studies have been conducted up to date. Therefore, the paper discusses the impacts of the services-scape in the service industry and outlines the importance of physical environment in the service sector. Impacts of Servicescape in service industry Service-scape influences or determines the consumers’ behaviours and attitude. The power of the service-scape to change or affect the responses of the clients and establish an image in their minds is apparent for the businesses