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Servicescape / experience rooms webinar

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Recording from the first webinar of module 5 of the open access graduate course Understanding Customer Experience #uce72 at Karlstad Business School in conjunction with CTF, Service Research Center.

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Servicescape / experience rooms webinar

  1. 1. Servicescape / Experience rooms Webinar 1 of module 5 #uce72 2018-05-07 This work by Jörg Pareigis is licensed under a Creative Commons Attribution- NonCommercial-ShareAlike 4.0 International License.
  2. 2. "Gemeinschaftsbereich Lobby" by Quartier Hostel shared under a Creative Commons (BY) license "Raffles Hotel Lobby" by Eustaquio Santimano shared under a Creative Commons (BY-NC-ND) license
  3. 3. flickr photo by Alper Çuğun shared under a Creative Commons (BY) license
  4. 4. Roles of the servicescape Packaging Facilitator Socializer Differentiator
  5. 5. A Framework for Understanding Environment-User Relationships in Service Organizations Source: M. J. Bitner, “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing 56 (April 1992), 57–71.
  6. 6. What do customers do IN servicescapes? How well does the servicescape function as a facilitator?
  7. 7. Participant observation
  8. 8. Navigating
  9. 9. Ticketing
  10. 10. Navigating Ticketing
  11. 11. Three resource integration activities • Identifying • Sense-making • Using I SU
  12. 12. Navigating Ticketing I SU I S U I S U I SU I SU I S U I S U I SU

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