Hizmet Ortamı (Servicescape) Kavramına İlişkin Kavramsal Çerçeve
Conceptual Framework for the Servicescape Concept

Summary/Abstract: Servicescape refers to the elements that make up the environment in which service is provided. The factors that are used to increase service performance and thus provide customer satisfaction and are called physical elements can be the temperature of the environment, the music playing in the space, furniture, accessories in the environment, symbols, etc. In this study, the concept of servicescape and its theoretical framework were first examined. Then, the extensions of the servicescape and the elements that make up these extensions were explained. Finally, a comprehensive literature review was conducted by referring to the findings obtained from domestic and foreign studies examining the effect of the servicescape on the customer's perception of service quality, customer expectations and customer satisfaction.

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