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Servicescapes in Facility Management

Servicescapes in Facility Management. Servicescape. Physical facility ---(interior & exterior) Ambient conditions ---(temp. colors, noises, smells) Other tangibles. Impact of Service Environment. Purchase decision Expectations Service quality evaluations Satisfaction.

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Servicescapes in Facility Management

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  1. Servicescapes in Facility Management

  2. Servicescape • Physical facility ---(interior & exterior) • Ambient conditions ---(temp. colors, noises, smells) • Other tangibles

  3. Impact of Service Environment • Purchase decision • Expectations • Service quality evaluations • Satisfaction

  4. Examples of Physical Evidence from the Customer’s Point of View • Parking • Seating • Restrooms • Stadium exterior • Ticketing area • Concession Areas • Entrance • Playing Field

  5. A Framework for Understanding Environment-User Relationships in Service Organizations HOLISTIC ENVIRONMENT INTERNAL RESPONSES BEHAVIOR PHYSICAL ENVIRONMENTAL DIMENSIONS Cognitive Emotional Physiological Individual Behaviors Employee Responses Ambient Conditions Space/Function Signs, Symbols, and Artifacts Perceived Servicescape Social Interactions between and among customer and employees Customer Responses Individual Behaviors Cognitive Emotional Physiological

  6. Maximizing the Service Environment 1. Recognize strategic impact 2. Blueprint 3. Clarify roles of the Servicescape 4. Assess and identify physical evidence opportunities 5. Update and modernize

  7. Servicescape Positioning Cost Efficiency Firm (Technical) Employees Customers Service Quality Customization (Functional)

  8. Customization Meet Needs of Customers Functional Service Meet needs of customers Technical Service Maximize employee efficiency Cost Efficiency Reduce costs and increase productivity Objectives and Goals

  9. Physical Facility • Exterior Appearance • Interior Appearance • Ambient Conditions • Interpersonal Factors • Employee Appearance • Employee Behavior

  10. Efficiency and Quality • Cost Efficiency • Maximize efficiency & productivity • Customization • Focus on customers • Technical Service Quality • Maximize quality of technical output • Functional Service Quality • Maximize quality of customer interaction

  11. Key Servicescape Questions Perceived Servicescape • Overall the physical environment pleases me Ambient Dimension • The physical environment is clean • The temperature at the facility is pleasant • The physical environment has the appropriate lighting

  12. Social Dimension • The employees are helpful and friendly • The customers are helpful and friendly • Design Dimension • Aesthetic • The architecture is attractive • The interior layout is pleasing • Functional • The physical facilities are pleasing • The restrooms are designed well

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