Servicescape
Submitted by Johannes Schott on Thu, 06/04/2009 - 13:57
Definition: Term coined by MJ Bitner to refer to “the role of physical surroundings in consumption settings” and how physical environments relate to activity. Bitner identifies three kinds of tangible service evidence: people, process, and physical cues. Source: Livework Studio Ltd References: Mary Jo Bitner, 1992, Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing 56(2) 57-71.
