Description
Mc Donalds layout and planning is the focus in this presentation.
McDonalds
Layout and planning
Physical Evidence
and Servicescape
Physical evidence is the environment in which the service is delivered and where the firm and the customer interact And any tangible commodities that facilitate performance or communication of the service
The 1st part is termed as Servicescape, while the other is known as other tangibles
Servicescape includes- external and internal facilities or atmospherics
Physical Evidence = Servicescape + Tangibles
Physical Evidence
and Servicescape
Consumer Researchers have proved that servicescape can influence Customer Choices Expectations Satisfaction & Other Behaviors
A Framework for understanding environment –user relationships in service organization
SERVICESCAPE
EXTERNAL ATMOSPHERICS ? SHOPFRONT ? MARQUEE ? ENTRANCES ? DISPLAY WINDOWS ? SIZE OF BUILDING ? VISIBILITY ? PARKING ? ACCESSIBILITY INTERIOR ATMOSPHERICS ? FLOORING ? LIGHTING ? FRAGNANCE ? FIXTURES ? WALLS AND COLOUR ? TEMPERATURE ? AISLES ? TRIAL ROOM ? MUSIC
OTHER TANGIBLES
EXTERNAL ATMOSPHERICS ? Business cards ? Stationery ? Billing Statement ? Reports ? Uniform ? Employee dress ? Brochures ? Web /Internet pages
Servicescape in Different Places
Beijing
Bologna
Salen, Sweden
Moscow
Paris
Tokyo
Layouts
Functional Aesthetic Customer friendly Economical Sales oriented Entry Reception Sitting
Functional area
Ancillary area Back area
Layouts
Ancillary area
Functional area
Reception Sitting
Entry
Layouts
Functional area Functional area Ancillary area
Reception Sitting
Entry
Layouts
Ancillary area Functional area
Reception Sitting
Entry
Layouts
Emergency Ward L I F T L I F T
ICU
Pharmacy
Functional area
Security
Doctors OPD Ancillary area Reception Stretcher
Sitting
Entry
Layouts
Ancillary area
Functional area
Trolleys
Checkouts
Reception
Bag Deposit
Sitting
Entry
doc_912779117.ppt
Mc Donalds layout and planning is the focus in this presentation.
McDonalds
Layout and planning
Physical Evidence
and Servicescape
Physical evidence is the environment in which the service is delivered and where the firm and the customer interact And any tangible commodities that facilitate performance or communication of the service
The 1st part is termed as Servicescape, while the other is known as other tangibles
Servicescape includes- external and internal facilities or atmospherics
Physical Evidence = Servicescape + Tangibles
Physical Evidence
and Servicescape
Consumer Researchers have proved that servicescape can influence Customer Choices Expectations Satisfaction & Other Behaviors
A Framework for understanding environment –user relationships in service organization
SERVICESCAPE
EXTERNAL ATMOSPHERICS ? SHOPFRONT ? MARQUEE ? ENTRANCES ? DISPLAY WINDOWS ? SIZE OF BUILDING ? VISIBILITY ? PARKING ? ACCESSIBILITY INTERIOR ATMOSPHERICS ? FLOORING ? LIGHTING ? FRAGNANCE ? FIXTURES ? WALLS AND COLOUR ? TEMPERATURE ? AISLES ? TRIAL ROOM ? MUSIC
OTHER TANGIBLES
EXTERNAL ATMOSPHERICS ? Business cards ? Stationery ? Billing Statement ? Reports ? Uniform ? Employee dress ? Brochures ? Web /Internet pages
Servicescape in Different Places
Beijing
Bologna
Salen, Sweden
Moscow
Paris
Tokyo
Layouts
Functional Aesthetic Customer friendly Economical Sales oriented Entry Reception Sitting
Functional area
Ancillary area Back area
Layouts
Ancillary area
Functional area
Reception Sitting
Entry
Layouts
Functional area Functional area Ancillary area
Reception Sitting
Entry
Layouts
Ancillary area Functional area
Reception Sitting
Entry
Layouts
Emergency Ward L I F T L I F T
ICU
Pharmacy
Functional area
Security
Doctors OPD Ancillary area Reception Stretcher
Sitting
Entry
Layouts
Ancillary area
Functional area
Trolleys
Checkouts
Reception
Bag Deposit
Sitting
Entry
doc_912779117.ppt