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Booms and Bitner's concept of servicescape focuses on how the physical environment impacts the emotional aspects of a service experience in a business setting.
Booms and Bitner introduced the concept of servicescape to explain how the physical environment influences the emotional aspects of a service experience. The servicescape encompasses elements like architecture, design, and even sound, all contributing to the overall customer experience.
This concept highlights the importance of creating a pleasant, conducive environment that can positively impact customers' emotions and perceptions, ultimately enhancing the service quality.
Understanding and managing the servicescape is crucial for businesses as it can influence customer satisfaction, loyalty, and overall success in the service industry.
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