HOME | CHECKOUT | ABOUT | FAQ | CONTACT US |
 
Welcome Guest [create an account] or log-in:
email
password

Chapter 8 Providing Customer Service through the Servicescape

DOI: 10.23912/9781915097132-5080

ISBN: 9781915097132

Published: March 2022

Component type: chapter

Published in: Customer Service for Hospitality and Tourism 3rd edn

Parent DOI: 10.23912/9781915097132-5067

10.23912/9781915097132-5080

Abstract

An important part of customer service is the physical environment. Because many tourism and hospitality services are intangible, customers often rely on tangible cues, or physical evidence, to evaluate the service before its purchase and to assess their satisfaction with the service during and after consumption. The physical evidence is the environment in which the service is delivered and in which the firm and customer interact, and any tangible components that facilitate performance or communication of the service. The physical facility is often referred to as the ‘servicescape’, and is very important for tourism and hospitality products such as hotels, restaurants, and theme parks, which are dominated by experience attributes. Disney, for example, effectively uses the servicescape to excite its customers. The brightly colored displays, the music, the rides, and the costumed characters all reinforce the feelings of fun and excitement that Disney seeks to generate in its customers. In the new Shanghai Disney Resort, design and art play a major role. The park and resort cost about $5.5 billion to build and spans an area more than 11 times the size of the original Disneyland in Anaheim, Calif. Visitors can choose from six themed zones, such as Fantasyland and Tomorrowland, plus two hotels and a shopping area.

Contributors

  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

For the source title:

  • Dr. Simon Hudson, University of South Carolina (Author)
  • Louise Hudson, Freelance Journalist (Author)

Cite as

Hudson & Hudson, 2022

Hudson, D.S. & Hudson, L. (2022) "Chapter 8 Providing Customer Service through the Servicescape" In: Hudson, D.S. & Hudson, L. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097132-5080

References

ACI (2021) 'Incheon is world's first level 4 airport customer experience accredited airport', ACI World, 31 March. Accessed 10/13/2020 from https://aci.aero/news/2021/03/31/incheon-is-worlds-first-level-4-airport-customer-experience-accredited-airport/

Areni, C.S. and Kim, D. (1993) 'The influence of background music on shopping behavior: Classical versus top-forty music in a wine store', Advances in Consumer Research, 20(1), 336-340.

Bitner, M. J. (1990) 'Evaluating service encounters', Journal of Marketing, 54(April), 69-82.

https://doi.org/10.1177/002224299005400206

Bitner, M.J. (2002) 'Servicescapes: The impact of physical surroundings on customers and employees', Journal of Marketing, 56(April), 57-71.

https://doi.org/10.1177/002224299205600205

Bouras, S. (2020) 'Greece banks on its low coronavirus rate and a long list of new safety rules to lure visitors back to its tourism hotspots', BBC Worklife, 9 June. Accessed 10/10/2020 from www.bbc.com/worklife/article/20200609-how-greece -plans-to-welcome-back-tourists

Del Bello, L. (2020) 'How Covid-19 could redesign our world', BBC Future, 27 May. Accessed 10/10/2020 from www.bbc.com/future/article/20200527-coronavirus -how-covid-19-could-redesign-our-world

Donn, N. (2020) 'Restaurants "without clients or money" to return to 100% capacity', Portugal Resident, 31 May. Accessed 06/06/2020 from https://www.portugalresident. com/restaurants-without-clients-or-money-to-return-to-100-capacity/

Entwistle, M. (2007) 'Customer service and airport retail: Stimulate passenger spending', Airport Management, 1(2), 151-157.

Galloway, L. (2011) 'Worldwide weird: Make way for marching ducks in Memphis', BBC Travel, 27 September. Accessed 03/14/2012 from http://www.bbc.com/travel/blog/20110927-worldwide-weird-make-way-for-marching-ducks-in-memphis

Grady, J. and Ohlin, J.B. (2009) 'Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry', International Journal of Hospitality Management, 28, 161-169.

https://doi.org/10.1016/j.ijhm.2008.06.013

Grossman, D. (2009) 'Why can't all airports be like Incheon?', USA Today. Accessed 03/07/2012 from http://www.usatoday.com/travel/columnist/grossman/2009-06-16- incheon-best-airport_N.htm

Haobin, Y.B., Huiyue, Y., Peng, L. and Fong, L.H.N. (2021) 'The impact of hotel servicescape on customer mindfulness and brand experience: The moderating role of length of stay, Journal of Hospitality Marketing & Management, 30(5), 592-610.

https://doi.org/10.1080/19368623.2021.1870186

Harris, L.C. and Ezeh, C. (2007) 'Servicescape and loyalty intentions: An empirical investigation', European Journal of Marketing, 42(3/4), 390-422.

https://doi.org/10.1108/03090560810852995

Hirsch, A.R. (1991) 'Nostalgia: A neuropsychiatric understanding', Paper at the Annual Meeting of the Association for Consumer Research, Chicago, IL, October.

Hospitalitynet (2021) 'How to improve guest satisfaction in hospitality industry post-COVID', Hospitalitynet, 10 March. Accessed 10/13/2021 from https://www.hospitalitynet.org/news/4103372.html

Hudson, S. and Hudson, L.J. (2017) Marketing for Tourism, Hospitality, and Events. Sage, London.

IQ Latino (2020) 'COVID-19: This summer in Spain beaches will be divided into sectors, time slots and capacity will be limited', IQ Latino, 13 May. Accessed 10/10/2020 from https://iqlatino.org/2020/covid-19-this-summer-in-spain-beaches- will-be-divided-into-sectors-time-slots-and-capacity-will-be-limited/

Jones, C. (2009) 'Delta brings back Red Coats to help with customer service', USA Today. Accessed 11/14/2011 from usatoday.com

Klara, R. (2011) 'Waxing eloquent. Behind the scenes at Madame Tussauds', USAir Magazine, December, 42-46.

Lam, L.W., Chan, K.W., Fong, D. and Lo, F. (2011) 'Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay', International Journal of Hospitality Management, 30, 558-567.

https://doi.org/10.1016/j.ijhm.2010.10.003

Lee, J. (2011) 'Nothing Compares to You: Incheon Airport sets the global standards for customer service excellence', Incheon Airport 10th Anniversary Special Report. Accessed 03/02/2012 from http://content.yudu.com/A1rks6/Incheon/resources

Lin, IY. and Matilla, A. S. (2010) 'Restaurant servicescape, service encounter and perceived congruency on customers' emotions and satisfaction', Journal of Hospitality Marketing & Management, 19(8), 819-841.

https://doi.org/10.1080/19368623.2010.514547

Lombardi, C.V., Chidiac, N.T. and Record, B.C. (2021) 'Starbucks coffee corporation's marketing response to the COVID-19 pandemic', Innovative Marketing, 17(2), 177-188.

https://doi.org/10.21511/im.17(2).2021.16

Lovelock, C. and Wirtz, J. (2007) Services Marketing: People, Technology, Strategy, 6th edition, New Jersey, USA; Prentice Hall International.

McCartney, S. (2011) 'The world's best airport', The Wall Street Journal, Personal Journal, D1 and D3

Maister, D. (1985) 'The psychology of waiting lines', in J.A. Czepiel, M.R. Solomon, and C.F. Surprenant (Eds.), The Service Encounter, Lexington, MA: Lexington Books, pp. 113-123.

Musa, G. and Thirumoorthi, T. (2011) 'Red Palm: Exploring service quality and service- scape of the best backpacker hotel in Asia', Current Issues in Tourism, 14(2), 103-120.

https://doi.org/10.1080/13683500903511125

Mutzabaugh, B. (2011) 'First Dreamliner fliers sing its praises', USA Today, 28 October, 1B-2B.

Quo (2020) Podcasts on the Future of Travel. Accessed 10/10/2020 from https://www.quo-global.com/podcasts/

Reimer, A. and Kuehn, R. (2004) 'The impact of servicescape on quality perception', European Journal of Marketing, 39(7/8), 785-808.

https://doi.org/10.1108/03090560510601761

Russell, J. A., Ward, L. M. and Pratt, G. (1981) 'An affective quality attributed to environments', Environment and Behaviour, 13(3), 259-288.

https://doi.org/10.1177/0013916581133001

Strauss, M. (2011) 'Less Tolstoy, more toys', The Globe and Mail, 9 April 2011, B6.

Schultz, H. (2011) Onward, Rodale Inc. New York, NY 10017

Singh, S. (2020) 'Hotel design may undergo significant changes post Covid-19 pandemic', ET Hospitality World, 14 April. Accessed 10/10/2020 from https://hospitality. economictimes.indiatimes.com/news/operations/architecture-and-design/hotel-design-may-undergo-significant-changes-post-covid-19-pandemic/75140021

Thompson, C.J. and Arsel, Z. (2004) 'The Starbucks brandscape and consumers' (anticorporate) experiences of glocalization', Journal of Consumer Research, 31, 631-641

https://doi.org/10.1086/425098

Tombs, A. and McColl-Kennedy, J. R. (2003) 'Social-servicescape conceptual model', Marketing Theory, 3(4), 447-475.

https://doi.org/10.1177/1470593103040785

Venkatraman, M. and Nelson, T. (2008) 'From servicescape to consumptionscape: A photo-elicitation study of Starbucks in the New China', Journal of International Business Studies, 39, 1010-1026

https://doi.org/10.1057/palgrave.jibs.8400353

Zeithaml, V. A., Bitner, M. J., Gremler, D., Mahaffey, T. and Hiltz, B. (2007) Services Marketing: Integrating customer focus across the firm, Canadian Edition. New York: McGraw-Hill.

Zhang, B. (2017) 'RANKED: The 20 best airlines in the world', Business Insider. Accessed 06/21/2017 from http://www.businessinsider.com/20-best-airlines-world -2017-skytrax-2017-6/#20-asiana-1

Available

Published in Customer Service for Hospitality and Tourism 3rd edn

Paperback format [Details]Price: £36.99Copies / Delivery by post
Terms and conditions of purchase | Privacy policy