Uncovering Dimensionality in the Servicescape: Towards Legibility

Andrew J. Newman

The Service Industries Journal, 2007, vol. 27, issue 1, 15-28

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.

Date: 2007
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:27:y:2007:i:1:p:15-28

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DOI: 10.1080/02642060601038601

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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