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The Role the Servicescape Plays in Facilitating Customer Experiences

July 9, 2020

Via: Business 2 Community

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The Servicescape

The ‘servicescape’ has become a little-discussed marketing topic in the digital age; yet has quite a considerable influence on customers if you are a service business with a physical location.

First, the servicescape forms a perception in the mind of customers. Then, it contributes to their service experience.

“Physical environments, also termed servicescapes, play an important role, both positive and negative, in customers’ impression formation (Bitner, 1992).”

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