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Essentials of Services Marketing, Second Edition by Christopher Lovelock, Patricia Chew, Jochen Wirtz

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Chapter 10. Crafting the Service Environment

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Recognize the four core purposes service environments fulfill.

Image LO 2 Explain how environmental psychology helps us to understand customer as well as employee responses to service environments.

Image LO 3 Be familiar with the integrative servicescape model.

LO 4 Know the dimensions of the service environment.

LO 5 Discuss the ...

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