CHAPTER 6 - THE GUEST AND SERVICE SETTING

• Albert J Rutledge - Introduced certain principles on how to effectively design establishments
• Forces of Nature - Includes wind, sun and rain effects
• Ellis - Highlight in his study that experience staging is very important
• Servicescape - Physical environment where the act of service is performed
• Use Areas - Areas where interaction between the guest and the service most of the time
• Everything should have a purpose - Principle #1
• Natural Elements - Include land itself, water areas and plants
• Major Structures - Pertain to building and dams
• Minor Structures - Include utility areas and benches for guest
• Design should be for both employees and guest - Principle #2
• Function and Aesthetics should be present - Principle #3
• Set up a substantial experience for the guest and employees - Principle #4
• Theming - use of an overarching concept
• Set up an appropriate experience for guest and employees - Principle #5
• Scaling - Proportion of the sizes of the design
• Human Scale - based on the average size of a human
• Speed scale - nature of the activities
• Comply with needs at the lowest possible cost - Principle #7
• Establish a design with less supervision - Principle #8
• Protected Area Management Board - Monitoring the activities of a designated protected site
• Importance of Servicescape - Expectation, Mood and Emotion, Employee Satisfaction and Service Production Factory
• Mood and Emotion - Set the mood and evoke their emotion
• Employee Satisfaction - service setting has impact on the workforce
• Service Production Factory - Guest co-produces the experience with the different aspects of the service product
• Expectation - Environment largely influence the guest expectation
• Principle #6 - Adhere to technical requirements