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Using the experincescape model, explain how WeWork has designed their customer experince

Using the experincescape model, explain how WeWork has designed their customer experince

Principles Of Marketing
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Using the experincescape model, explain how WeWork has designed their customer experince.

 

Enviromental dimestions Ambient conditions:: • Noise/Sound • Music • Temperature • Odor Space or Function: • Layout • Furniture • Equipment • Amenities Signs, Symbols and Artefacts: • Signage • Personal Artefacts • Style of decor Holistic Enviroment Perceipeved servicesacpe Employee response moderator Customer response moderator Moderators Cognitive • Beliefs • Categorisation • Symbolic meaning Employee responses Customer responses Cognitive • Beliefs • Categorisation • Symbolic meaning Emotional • Mood • Attitudes Internal Responses Emotional • Mood • Attitudes Physiological • Pain • Comfort • Movement • Physical Fit Physiological • Pain • Comfort Behaviour • Movement • Physical Fit Approach • Affiliation • Exploration Stay longer • Commitment • Carry out Plan • Avoid (opposite of approach) Social interactions between and among customers and employees Approach • Affiliation • Exploration • Stay longer • Commitment • Carry out Plan • Avoid (opposite of approach)
Transcribed Image Text:Enviromental dimestions Ambient conditions:: • Noise/Sound • Music • Temperature • Odor Space or Function: • Layout • Furniture • Equipment • Amenities Signs, Symbols and Artefacts: • Signage • Personal Artefacts • Style of decor Holistic Enviroment Perceipeved servicesacpe Employee response moderator Customer response moderator Moderators Cognitive • Beliefs • Categorisation • Symbolic meaning Employee responses Customer responses Cognitive • Beliefs • Categorisation • Symbolic meaning Emotional • Mood • Attitudes Internal Responses Emotional • Mood • Attitudes Physiological • Pain • Comfort • Movement • Physical Fit Physiological • Pain • Comfort Behaviour • Movement • Physical Fit Approach • Affiliation • Exploration Stay longer • Commitment • Carry out Plan • Avoid (opposite of approach) Social interactions between and among customers and employees Approach • Affiliation • Exploration • Stay longer • Commitment • Carry out Plan • Avoid (opposite of approach)
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WeWork - It is one of the largest providers of flexible workspace solutions.

A servicescape model concept is described as "the ecosystem in which the service is created and in which the vendor and customer interact, mixed with tangible commodities that aid performance or communication of the service".

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