Servicescapes: The Impact of Physical Surroundings on Customers and Employees
提出服务组织分类法，构建概念框架分析物理环境如何影响顾客和员工行为，并探讨其实现组织与营销目标的战略作用。
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.