如何正确使用汽车防盗器系统英文版(ppt 35页)

主要内容
What Is the Purpose of Service Environments?
Understanding Consumer Responses to Service Environments
Dimensions of the Service Environment
Putting It All Together

 

 

Overview of Chapter 10
Purpose of Service Environments
Comparison of Hotel Lobbies (Fig 10.1)
Servicescape as Part of Value Proposition
The Mehrabian-Russell Stimulus-Response Model (Fig 10.2)
Insights from Mehrabian-Russell Stimulus-Response Model
The Russell Model of AffectFig 10.3
Insights from Russell Model of Affect
Drivers of Affect
Behavioral Consequence of Affect
An Integrative Framework: Bitner’s Servicescape Model (Fig 10.4)
An Integrative Framework: Bitner’s Servicescape Model (2)
Main Dimensions in Servicescape Model
Impact of Ambient Conditions
 Impact of Music
Impact of Music on Restaurant Diners
Impact of Scent
Effects of Scents on Perceptions of Store Environments (1)
Effects of Scents on Perceptions of       Store Environments (2)
Aromatherapy: Effects of Selected Fragrances on People (Table 10.2)
Impact of Color
Common Associations and Human Responses to Colors  (Table 10.3)
Impact of Signs, Symbols, and Artifacts
Signs Teach and Reinforce Behavioral Rules in Service Settings (Fig 10.7)
People Are Part of theService Environment (Fig 10.8)
Selection of Environmental Design Elements
Tools to Guide Servicescape Design
Summary of Chapter 10: Crafting the Service Environment (1)
Summary of Chapter 10:  Crafting the Service Environment (2)

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