search query: @author Bitner, M. J. / total: 2
reference: 2 / 2
« previous | next »
| Author: | Bitner, M. J. |
| Title: | Servicescapes: the impact of physical surroundings on customers and employees |
| Journal: | Journal of Marketing
1992 : APR, VOL. 56:2, p. 57-71 |
| Index terms: | CUSTOMERS EMPLOYEES SERVICE INDUSTRIES ORGANIZATIONS MANAGEMENT |
| Language: | eng |
| Abstract: | A typology of service organizations is presented and conceptual framework is advanced for exploring the impact of physical surroundings on the behaviours of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, some of the key managerial and research implications are highlighted. |
« previous | next »
SCIMA