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Servicescape
Servicescape is a model developed by Booms and Bitner to emphasize the impact of the physical environment in which a service process takes place. The aim of the servicescapes model is to explain behavior of people within the service environment with a view to designing environments that does not accomplish organisational goals in terms of achieving desired behavioural responses. For consumers visiting a service or retail store, the service environment is the first aspect of the service that is perceived by the customer and it is at this stage that consumers are likely to form impressions of the level of service they will receive. Booms and Bitner defined a servicescape as "the environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service". In other words, the servicescape refers to the non-human elements of the environment in which service encounters occur. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
Services Marketing
Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of Service (economics), services required different strategies compared with the marketing of physical goods. Services marketing typically refers to both business to consumer (B2C) and business-to-business (B2B) services, and includes the marketing of services such as telecommunications services, transportation and distribution services, all types of hospitality, tourism leisure and entertainment services, car rental services, health care services, professional services and trade services. Service marketers often use an expanded marketing mix which consists of the seven Ps: product, price, place, Promotion (marketing), promotion, people, physical evidence and process. A contemporary approach, known as ''service-dominant logic'', argues that the demarcation between products and services that persisted throu ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
Service Design
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely. The purpose of service design methodologies is to establish the most effective practices for designing services, according to both the needs of users and the competencies and capabilities of service providers. If a successful method of service design is adapted then the service will be user-friendly and relevant to the users, while being sustainable and competitive for the service provider. For this purpose, service design uses methods and tools derived from different disciplines, ranging from ethnography to information and management science to interaction design. Service design concepts and ideas are typically portrayed visually, using differ ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
Service Blueprint
The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. The service blueprint is one of the most widely used tools to manage service operations, service design and service. Elements A simple way to think about blueprints is as a process chart which consists of inputs, process and outputs. ::: Inputs (raw materials) → Process (transformation) → Outputs (finished goods) A service blueprint is always constructed from the customer's perspective. A typical service blueprint identifies: *Customer Actions: The steps that customers take as part of the service delivery process. *Front-stage (Visible Contact Employee) Actions: Steps taken by contact employees as part of the face-to-face service encounter. *Back-stage (Invisible Contact Employee) Actions: (The 'line of visibility' separates the front-stage and back-stage actions). Non-visible steps taken by contact employees behind the line of visibility. e.g. t ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
Harrods Food Department Halls (8473364801)
Harrods is a Grade II listed luxury department store on Brompton Road in Knightsbridge, London, England. It was designed by C. W. Stephens for Charles Digby Harrod, and opened in 1905; it replaced the first store on the grounds founded by his father Charles Henry Harrod in 1849, which burned down in 1881. The store spans of selling space, making it the largest department store in Europe and one of the largest in the world. Harrods is one of the most famous department stores worldwide, attracting 15 million visitors annually . The original holding company, Harrod's Stores Limited, was formed and began trading on the London Stock Exchange in 1889. It was acquired by and merged into the House of Fraser in 1959, which itself was acquired by the Fayed brothers and became a privately held company in 1985. When the House of Fraser was relisted on the stock exchange, the Harrods business was split off to remain privately held in 1994. The present-day legal entity, the Harrods Group ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] [Amazon] |
