Understanding the Service Scape

The Servicescape, developed by Booms and Bitner (1981) models the environment within which services are delivered- The objective of developing a servicescape is to identify: -Where customers and services providers interact -ldentify the tangible components of the service offer -Provide a visual representation as to how the service environment communicates to the customer -Visually identify both front and backstage process that impact upon the service delivery Assessment details: Apply relevant service theories, models and frameworks to evaluate a banking service in Australia You are required to: 1. Prepare a service scape detailing all front and back stage processes, all points of customer and service provider interaction and all tangible components that from part of the service offer. 2. Your service scape is to be represented visually. 3. You are then required to support your analysis using appropriate references to describe the elements of the service scape that you have presented. 4. You are required to present an introduction which describes your chosen services scape.