Exploring the nature and role of the servicescape in the hotel industry context
Following Bitner's well-known "servicescape" model, many studies have shown that physical environments affect customers' perceptions of the service experience, although mainly focused upon service encounters of relatively short duration. In the case of hotels, where customers sta...
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University of Surrey
2013
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.654760 |