The Multidimensional Nature of Service Facilities
Article publication date: 1 March 1992
Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives for planning service facilities – operational, locational, atmospheric/image, consumer use, contact personnel. Argues that congruent facilities are those that can succeed in integrating these competing perspectives.
Turley, L.W. and Fugate, D.L. (1992), "The Multidimensional Nature of Service Facilities", Journal of Services Marketing, Vol. 6 No. 3, pp. 37-45. https://doi.org/10.1108/08876049210035926
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