Tag Archives: servicescape

A service anecdote

My children kindly gave my wife a meal voucher for her birthday.  It was for the “tasting menu” of a restaurant operated by a well-known celebrity chef.  Although it was some distance away, we were both looking forward to it… … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , , , | 2 Comments

Servicescape, soundscape and now “smellscape”

We have written about the servicescape in our book and on this blog.  And as part of that we have also written about use of background music in service operations (“soundscape”). In addition, operators have been using perfumers to design … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism, Sector: Retail | Tagged | Leave a comment

Chocolate in more forms than you can imagine

This is the retail outlet of Lindt’s Chocolate Museum in Cologne.  Again a highly sensory servicescape, with tantalising displays.

Posted in Chap 04 Location and design, Sector: Retail | Tagged | Leave a comment

Shopping behaviour in Dille and Kamille

This is the interior of Dille and Kamille, the homeware store, in Maastricht, Holland. It was fascinating to observe the behaviour of Dutch shoppers in this outlet today.  They… stroked fabric products picked up objects to look underneath handed objects … Continue reading

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged , | Leave a comment

The pinball theory of shopping experience design

This video ties together two recent blogs – one on the decline of shopping malls and the other on servicescape design.  It discusses how the latter is trying to slow down the former….

Posted in Chap 04 Location and design, Sector: Retail | Tagged , , | Leave a comment

Reinventing the high street

Having just blogged about Gen Z killing shopping malls, this piece on the BBC Business website caught my eye.  It identifies that Altrincham, in Greater Manchester, has reinvigorated its “high street”.  A few years ago 30% of store space was … Continue reading

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged | Leave a comment

How Zara designs its servicescape

Great insight from Business Insider into how fashion retailer Zara goes about designing its stores, interiors and merchandising.  The headline is somewhat hyperbolic, describing them as “secret” stores.  But many operators have mock-ups at their headquarters, just like this.  Nonetheless … Continue reading

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Subway’s redesign of their servicescape

The new look Subway – refurbishment started a year ago, and will go global.

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Nudge, nudge, wink, wink – How McD promotes sales

As we explain in our book, we have known for some time that the servicescape, i.e. the physical environment in a service operation, can influence customer perceptions and behaviours.  This MarketWatch article provides another insight into how an understanding of behavioural … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

From shopping mall to urban social hub

Interesting article by Natasha Stokes published this week.  It looks at how shopping centres/malls are changing, especially with regards the provision of other kinds of service operations such as restaurants, hotels, and cinemas.  The old style shopping mall had a … Continue reading

Posted in Chap 04 Location and design, Sector: Entertainment & Sport, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , , | Leave a comment