Chapter 10 : The physical and virtual servicescape

Question 1

Definition

Answer 1

Customer often rely on tangible cues, or physical/virtual evidence to evaluate the service before ….

Question 2

What are the tangible cues ?

Answer 2

Clean exterior

No big name - luxury restaurant - Design for specific service

Question 3

Can you give exemple of elements of physical evidence.

Answer 3

Servicescape :
Facility exterior :
- Exterior design
- Signage
- Parking
- Landscape
- Surrounding environment
Facility interior :
- Interior design...
Other tangibles examples :
- Business cards
- Stationery
-Billing statements 
- Reports

Question 4

What are the complexity of the servicescape ?

Answer 4

Is it :

1) Elaborate
2) Lean

Question 5

What are the tangible cues for music streaming service ?

Answer 5

1) They provide personal lists based on your recommendations

2) Special price for students or for family

Question 6

What are the roles of the servicescape

Answer 6

1) Package :
2) Facilitator :
3) Socializer
4) Differentiator

Question 7

Physical Evidence rewarding the sdg ?

Answer 7

1) Recognize the strategic impact of physical evidence (The lights, ).
2) Customer expectations - Company perceptions of customer expectations – Not knowing what customers expectations
3) Customer-driven service design and standards – Company perceptions of customers expectations - Not selecting the right service quality designs and standards
4) Service delivery - Customer driven service designs and standards – Not delivering to service designs and standards
5) Service delivery - External communications to customers – Not matching performance to promises