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Physical Evidence

Physical Evidence. “The environment in which the service is delivered and where the firm and the customer interact, and any tangible commodities that facilitate performance or communication of the service.” Physical facility = Servicescape. 10- 1. Elements of Physical Evidence. 10- 2.

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Physical Evidence

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  1. Physical Evidence • “The environment in which the service is delivered and where the firm and the customer interact, and any tangible commodities that facilitate performance or communication of the service.” • Physical facility = Servicescape 10-1

  2. Elements of Physical Evidence 10-2

  3. Examples of Physical Evidence fromthe Customer’s Point of View 10-3

  4. Watch “Daddy Day Care” Movie from youtube

  5. Typology of Service Organizations Based on Form and Use of the Servicescape 10-5

  6. Roles of the Servicescape • Package • conveys expectations • influences perceptions • Facilitator • facilitates the flow of the service delivery process • provides information (how am I to act?) • facilitates the ordering process (how does this work?) • facilitates service delivery • Socializer • facilitates interaction between: • customers and employees • customers and fellow customers • Differentiator • sets provider apart from competition in the mind of the consumer 10-6

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