chapter  4
19 Pages

The service setting

The term ‘service setting’ is used to describe the tangible physical environment in which a service is experienced. This environment gives vital tangible and intangible clues that help potential clients, customers, employees, stakeholders and opinionformers understand a service’s character and ideology. Who and what an organization is and what it believes in ultimately determines whether or not people will believe in it, work for it and buy from it.