The Multidimensional Nature of Service Facilities
L.W. Turley
(Assistant Professor of Marketing at Western Kentucky University. He received his doctorate from the University of Kentucky.)
Douglas L. Fugate
(Professor of Marketing at Western Kentucky University. His Ph.D. degree was earned at the University of Missouri‐Columbia. )
636
Abstract
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.
Keywords
Citation
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
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited