Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Abstract
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions....
Paper Details
Title
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Published Date
Apr 1, 1992
Journal
Volume
56
Issue
2
Pages
57 - 57
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Notes
History