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Chapter 10 - 1
Overview of Chapter 10
What Is the Purpose of Service Environments? Understanding Consumer Responses to Service Environments Dimensions of the Service Environment Putting It All Together
Chapter 10 - 2
Chapter 10 - 3
Chapter 10 - 5
Chapter 10 - 6
Chapter 10 - 8
Signs Teach and Reinforce Behavioral Rules in Service Settings (Fig 10.7)
Chapter 10 - 10
See Research Insights 10.2: Match and Mismatch of Scent and Music in Singapore Must design from a customers perspective
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 10 - 11
Chapter 10 - 12