Servicescape Observation Assignment (Individual)
The hospitality industry is designed to deliver intangible experiences, and to do so in a way that satisfies guests. Guest satisfaction is largely based on what is known as the Service-Expectation Gap. The larger the gap between what a guest expects and what they actually experience, the lower the satisfaction with the experience. So in order to attempt to maximize the guest satisfaction, businesses work hard to manage the tangible elements of the place where the service occurs (the servicescape) in order to help guests understand what type of experience they may expect. By managing the expectations, higher levels of guest satisfaction are easier to achieve.
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For this exercise, you need to visit two separate businesses. They may be any type of either hospitality (hotel, restaurant, event venue) or retail business. Your assignment is to carefully observe the way the business is attempting to manage the tangible elements of the servicescape.
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