Servicescape
Definition
Term coined by MJ Bitner to refer to “the role of physical surroundings in consumption settings” and how physical environments relate to activity. Bitner identifies three kinds of tangible service evidence: people, process, and physical cues.
References
Mary Jo Bitner, 1992, Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing 56(2) 57-71.
Comments
could i get the journal, plase help me