sun; optimism, clarity, intellect, mood enhancing

energizing, uplifting; soothing energy levels

identifies the main dimensions in a service environment and views them holistically

shapes customer's experiences and behaviour; facilitate service encounter

balancing, soothing; balancing people's emotions

sunset; mediation and spirituality

allows a direct assessment of how customers feel

toning and stimulating; stimulating and energizing

guide customers clearly through process of service delivery

determine how people feel in a service setting

have a powerful effect on perception and behaviors, even if playes at barely audible levels

composed of hundreds of design elements and details that must work together to create desired service environment

vision of what should be

formal color

type of beat that generates more money, and make the guests stay longer

floorplan; size and shape of furnishings, counters, how they are arranged

pigment of the color

can be stimulating, calming, expressive, disturbing, impressional, cultural, exuberant, symbolic; pervades every aspect of our lives

make servicescape stand out from competition and attract customers from target segment

three dimensions of colors

service environment should be design from_____

shapes how we do things

calming, balancing, soothing; relaxing and calming

feelings are a key driver of customer responses to service environment; simple yet fundamental model of how people respond to environment

taking into accounts the input and put it into a plan; physical evidence of environment

affect can be caused by

refers to hue-intensity l, saturation, brilliance

use colors, textures, sounds, scents and spatial design to enhance desired service experience

sky and ocean; relaxation, serenity, loyalty

earth; high energy and passion, can excite and stimulate

is the one that pervades an environment; may or may not be consciously perceived by customers; not related to any particular product

important in establishing guest experience; helps firm to create distinctive image and unique positioning

consumer perceive service environment ______; servicescape has to be seen_____

growth, grass, and trees; nurturing, healing, unconditional love

spirituality, reduces stress, can create an inner feeling of calm

help shape appropriate feelings and reactions in customers and employees

symbolic cues to communicate the distinctive nature and quality of the service experience

ambient conditions

is the degree of lightness or darkness of the color

another term for service environment

characteristics of environment pertaining to our five sense

direct, subjective, depending on how much individual likes or dislikes environment

sunset; emotions, expression, warmth

main dimensions in servicescape model

it drives behaviour

service environment affects buyer behaviour in three ways

dimensions of affect; emotional responses to environmentas can be described along two main dimensions

internal customer and employee responses can be categorized into

paano ka kikilos in a certain place; you may act differently in different places (eg luxxe hotel compare to normal hotel)

how stimulated individual feels, depend largely on information rate or load of an environment

ability of those items to facilitate performance