Vous êtes sur la page 1sur 20

SERVICESCAPE

The Servicescape includes the appearance, equipment, signage and layout of a


service outlet.
Euro Disneyland S.A.
OBJECTIVES AND GOALS

Meet Needs of Customers

Maximize employee efficiency

Reduce costs and increase productivity


SERVICE BLUEPRINT
OVERNIGHT HOTEL STAY Bill
EVIDENCE
SUPPORT PROCESS(Back Stage) (On Stage) CUSTOMER PHYSICAL

Desk
Hotel Cart for Desk Elevators Cart for Room Menu Delivery Food Lobby
Exterior Bags Registration Hallways Bags Amenities Tray Hotel
Parking Papers Room Bath Food Exterior
Lobby Appearance Parking
Key
Arrive Give Bags Call Check out
Go to Receive Sleep Receive
at to Check in Room Eat and
Room Bags Shower Food
Hotel Bellperson Service Leave
CONTACT PERSON

Greet and
Process Deliver Deliver Process
Take
Registration Bags Food Check Out
Bags

Take
Take Bags Food
to Room Order

Registration Prepare Registration


System Food System
CHOOSE A SCHENARIO
SERVICE BLUEPRINT
OBJECTIVES TO DESIGN SERVICE BLUEPRINTS
A service understanding, when a company would like to check whether its key
processes are sufficiently human-centered;

A service improvement to identify pain points and improve the customer


experience;

A service change, when a service needs to be re-designed;


It is easier to show any changes on a blueprint and check the consequences
that affect each function;

A service actors understanding, when many departments take part in


delivering a customer experience (IT, front office, back office, legal, financial,
etc.);
ACTIVITY INSTRUCTIONS: SERVICESCAPE
1. Map the physical evidence of service
2. Clarify roles of the servicescape
3. Assess and identify physical evidence opportunities

Evaluation Criteria based on how servicescape:


 Considers Service Topology and Behaviour
 Enhances Customer Experience
 Creative elements in design
ACTIVITY INSTRUCTIONS : SERVICE
BLUEPRINT
Design Service blueprint

Exchange blueprint with another group and identify possible fail


points.

Get your original blueprint and suggest possible modifications to


blueprint/ ways of service recovery.