1. Servicescapes in Facility Management

2. Servicescape Other tangibles
Physical facility ---(interior & exterior)
Ambient conditions ---(temp. colors, noises, smells)
Other tangibles

3. Impact of Service Environment
Purchase decision
Expectations
Service quality evaluations
Satisfaction

4. Examples of Physical Evidence from the Customer’s Point of View
Parking
Seating
Restrooms
Stadium exterior
Ticketing area
Concession Areas
Entrance
Playing Field

5. A Framework for Understanding Environment-User Relationships in Service Organizations
PHYSICAL
ENVIRONMENTAL
DIMENSIONS
HOLISTIC
ENVIRONMENT
INTERNAL
RESPONSES
BEHAVIOR
Cognitive
Emotional
Physiological
Individual Behaviors
Employee Responses
Ambient Conditions
Space/Function
Signs, Symbols, and Artifacts
Perceived
Servicescape
Social Interactions between and among customer and employees
Customer Responses
Individual Behaviors
Cognitive
Emotional
Physiological

6. Maximizing the Service Environment
1. Recognize strategic impact 2. Blueprint 3. Clarify roles of the Servicescape 4. Assess and identify physical evidence opportunities 5. Update and modernize

7. Servicescape Positioning
Cost Efficiency
Firm
(Technical)
Employees
Customers
Service
Quality
(Functional)
Customization

8. Objectives and Goals Customization Functional Service
Meet Needs of Customers
Functional Service
Meet needs of customers
Technical Service
Maximize employee efficiency
Cost Efficiency
Reduce costs and increase productivity

9. Physical Facility Exterior Appearance Interior Appearance
Ambient Conditions
Interpersonal Factors
Employee Appearance
Employee Behavior

10. Efficiency and Quality
Cost Efficiency
Maximize efficiency & productivity
Customization
Focus on customers
Technical Service Quality
Maximize quality of technical output
Functional Service Quality
Maximize quality of customer interaction

11. Key Servicescape Questions
Perceived Servicescape
Overall the physical environment pleases me
Ambient Dimension
The physical environment is clean
The temperature at the facility is pleasant
The physical environment has the appropriate lighting

12. Social Dimension Design Dimension
The employees are helpful and friendly
The customers are helpful and friendly
Design Dimension
Aesthetic
The architecture is attractive
The interior layout is pleasing
Functional
The physical facilities are pleasing
The restrooms are designed well