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- Title
FRAMEWORK FOR MANAGING THE SERVICESCAPE: A SUSTAINABLE COMPETITIVE ADVANTAGE.
- Authors
Hightower, Roscoe
- Abstract
Sommer (1966) suggests "man should design his environment on some basis other than vague human impulses and needs." Such behavior (vague human impulses and needs) may be commensurate with the behaviors of a large number of today's service business owners and managers. This paper reflects the experience of a real life service firm facing managerial dilemmas related to making tactical and strategic decisions about the firm's physical facilities and product offerings as it sought to develop and expand a differential advantage in an increasingly competitive and changing industry. The extant marketing literature is briefly reviewed to provide a theoretical framework upon which recommendations are made for the funeral service industry along with other service industries. In addition, specific recommendations will be made. Finally, a managerial servicescape framework is posited that managers across various industries may consider before investing their firms' limited resources.
- Publication
Marketing Management Journal, 2003, Vol 13, Issue 2, p84
- ISSN
1534-973X
- Publication type
Academic Journal