Situation creation
Submitted by Johannes Schott on Thu, 06/04/2009 - 14:01
Definition: Situation creation is a phrase coined in the 1980s to look at how physical design details affect the customer experience. Source: Livework Studio Ltd References: Gregory Upah and James Fulton. 1985. Situation Creation in Service Marketing. In The Service Encounter, edited by John Czepiel, Michael Soloman and Carol Supremant. Lexington, MA: Lexington Books, 255-263.
