Chapter 10. Crafting the Service Environment
By the end of this chapter, the reader should be able to:
LO 1 Recognize the four core purposes service environments fulfill.
LO 2 Explain how environmental psychology helps us to understand customer as well as employee responses to service environments.
LO 3 Be familiar with the integrative servicescape model.
LO 4 Know the dimensions of the service environment.
LO 5 Discuss the ...