The Multidimensional Nature of Service Facilities

L. W. Turley · Douglas L. Fugate

81 citations0/0 files storedJournal of Services Marketing

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Consumer Retail Behavior Studies Customer Service Quality and Loyalty Service and Product Innovation

Abstract

Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives for planning service facilities – operational, locational, atmospheric/image, consumer use, contact personnel. Argues that congruent facilities are those that can succeed in integrating these competing perspectives.

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