Once you have done this, prepare a business report for the organisation’s management that addresses the following:

  • Describe the four main purposes of the physical environment as they apply to your chosen service organisation.
  • Bitner’s Services cape Model represents an integrative framework that explains how customers and service staff respond to key environmental dimensions. You are required to apply the Services cape Model to CRITICALLY evaluate your chosen organisation’s physical environment from the perspective of CUSTOMERS.
  • Based on your response to above, provide recommendations to management as to how they may better design and manage the organisation’s physical environment.

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