Servicescape

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The concept of a 'Servicescape' was developed by Booms and Bitner to emphaize the impact of the physical environment in which a service process takes place. If you where to try to describe the differences a customer encountered when entering a branch of say like McDonald's compared with a small family restaurant, the concept of Servicescapes maybe useful. 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" (Booms and Bitner, 1981, p. 36).

[edit] References

• Kyoungtae Kim, Sungwon Bae, and Don Stringfellow. The Servicescape in Golf Courses: The Effects of Physical Environment on the Consumers' Internal Response and Behavioral Outcome (Sport Management). Retrieved on August 21, 2005.