Uncovering dimensionality in the servicescape: Towards legibility

Andrew J. Newman

Research output: Contribution to journalArticlepeer-review

Abstract

The type and level of service offered in the service sector is relatively homogenous, and notoriously difficult to distinguish. Company servicescapes are important differentiators and indicators of quality vis-à-vis image and competence. The paper develops an exploratory and conceptual framework that delineates the dimensions of service environments, emphasising those factors that can be successfully manipulated by management. Fieldwork examined a dynamic service environment and analysis revealed that the legibility of the setting (e.g., clear signage and spatial appearance) influenced peoples' moods generally. Analysis suggested that general layouts and legible signage help to induce positive moods, and therefore positive images of the service providers.
Original languageEnglish
Pages (from-to)15-28
Number of pages13
JournalService Industries Journal
Volume27
Issue number1
DOIs
Publication statusPublished - Jan 2007

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