Choose a service scape for a business with which you are familiar and list key physical...

Choose a service scape for a business with which you are familiar and list key physical attributes of the servicescape and their impact on customer service and value. Explain how the servicescape sets the behavioral setting for your example.

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Expert Solution

Servicescape can be defined as the process of establishing the physical environment in order to attract the customers and provide them full satisfaction. There are mainly two objectives which can be fulfilled with the help of servicescape providing motivation to the manpower and retaining the customers. It can be seen as the location of accomplishing the services, facilitating it to the customers and consuming it. Exterior and interior are the two main elements of it.

Washington Mutual Bank can be seen as a typical example of this. It is considered to be one of the largest retail banks of the USA and it was listed in the list of Fortune 500 as the most Admirable Company A number of awards have been won by this bank for is a unique business strategy. This bank is also characterized as customer friendly company by Business Week. With the help of its physical setting, the clear message is given by the bank regarding the unique services offered to the customers and families. A special area is provided for the children where they can play and at the same time, the parents can perform their banking needs. The bank also provides TV viewing section for the kids. Bright colour combinations are used in furniture and toys offered to the kids and thus creating a children friendly environment. Bring colours are also used on walls to catch the attention of kids and some unique and appealing posters are also fixed on the walls. The bank also has merchandise retail where customers can buy books, toys, software, etc. These services clearly differentiate it from the other banks and financial institutions. The bank also has different types of layout. The bank has the freestanding teller stations. On the basis of available space, branches are designed either in oval or circular shape. Caretakers are present to assist the new customers

keosha answered 1 year ago

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