Why does Bitner's servicescape model take into account employee responses?
A)Bitner incorrectly assumed that employees are affected by their environment
B)An environment can enhance employees' productivity and service quality
C)An environment affects employee responses but not customer responses
D)Customers will be satisfied only if employees are enjoying themselves
E)Frontline employees are responsible for designing the servicescape

Question

Quizplus · Accepted Answer

Bitner's servicescape model takes into account employee responses because the environment can enhance employees' productivity and service quality. This, in turn, can have a positive impact on customer responses and satisfaction. The model recognizes that employees are an important part of the servicescape, and their responses to the environment should be considered when designing and managing it.

Why Does Bitner's Servicescape Model Take into Account Employee Responses