Theoretical Background - Sensory Design
3 important questions on Theoretical Background - Sensory Design
What does the servicescape framework of Bitner (1992) propose?
That environmental dimensions are perceived by both customers and employees and cause cognitive, emotional, and physiological responses.
What can approach behavior involve?
A desire to stay, explore, and interact, while avoidance behavior involves the desire to leave or to ignore.
Why are the five senses (sight, sound, smell, taste, and touch) considered crucial to the design of tangible elements in experience-centric services?
Because people gain information about their physical environment through their senses, and the senses can be a direct route to customers’ emotions. The more effectively an experience engages the senses, the more memorable it will be.
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