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TUTORIAL 7
PHYSICAL EVIDENCE AND
THE SERVICESCAPE
HTM1004 Introduction to Hotel and Tourism
Industry
PHYSICAL EVIDENCE
One of the Ps of integrated service marketing
Tangible elements encountered by customers in
the service delivery environment
For example
Symbolic
icon
Clean street
Colourful signage
Costumed employees
Antique furnishings
SERVICESCAPE
The term servicescape describes the style and
appearance of the physical surroundings where
customers and service providers interact.
Four dimensions:
Physical
Location
facilities
Ambient
SUMMARY
Servicescapes
It