Servicescapes: The Impact of Physical Surroundings on Customers and Employees
1992/04/01 by Mary Jo Bitner · 3,826 citations
Business, Management and Accounting · #Business #Computer science #Conceptual framework #Conceptual model #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #Key (lock) #Knowledge management #Marketing #Process management #Service (business) #Service and Product Innovation #Services marketing #Sociology #Typology
paper · doi:10.1177/002224299205600205
published in Journal of Marketing 56(2), 57-71 (SAGE Publishing)
openalex publication_date 1992/04/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/06
Abstract
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.
Citations
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