Please make the servicescape analysis of Highland Coffee in Ho Chi Minh city of Vietnam
Please make the servicescape analysis of Highland Coffee in Ho Chi Minh city of Vietnam
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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Question
Please make the servicescape analysis of Highland Coffee in Ho Chi Minh city of Vietnam.(Based on this servicescape model)

Transcribed Image Text:Physical
Environmental
Dimensions
Ambient Conditions
.
.
Temperature
Air quality
Noise
Odor
Etc
Space/Function
Layout
Equipment
Furnishing
Signs, symbols &
Artefacts
• Signage
Personal artefacts
• Style of decor (incl
colour)
Etc
Servicescapes Model
Cognitive
Holistic
Environment
Perceived
Servicescape
Beliefs
Categorisation
Symbolic Meaning
Internal Response
Moderators
Employee
Response
Moderators
Customer
Response
Moderators
Cognitive
Beliefs
Categorisation
Symbolic
Meaning
Emotional Physiological
• Mood. Pain
Attitude Comfort
Physical Fit
Internal Responses
Employee Responses
Customer Responses
Emotional Physiological
Pain
Comfort
Physical Fit
Mood
Attitude
Individual Response
Behaviours
Approach
Affiliation
Exploration
Stay Longer
Commitment
Carry out plan
Avoid
Social Interactions
• Between and
among customers
and employees
Individual Response
Behaviours
Approach
Affiliation
Exploration
Stay Longer
Commitment
Carry out plan
Avoid
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