Setting The Scene For The Guest Experience
Setting The Scene For The Guest Experience
Setting The Scene For The Guest Experience
“The Show”
• Guest Mood
• Employee Satisfaction
Elements of Servicescape
• Physiological Responses
• Cognitive Responses
• Emotional Responses
Three ways a Guest can respond to Servicescape
• Physiological Responses
– Senses
– Information Processing
– Rich and Lean Environment
Three ways a Guest can respond to Servicescape
• Cognitive Responses
– Expectations
– Non-verbal cues
– Physical cues
Three ways a Guest can respond to Servicescape
• Emotional Responses
– Degree of arousal
– Degree of pleasure/displeasure
THANK YOU!