Spatial layout and functionality increase in importance when:
A) Service is provided in a self-service environment
B) Customers are under no time pressure
C) Service is provided in a remote environment
D) Photographic blueprints are used to assess the service process
E) Service is provided in an interpersonal services environment

Question

Quizplus · Accepted Answer

Spatial layout and functionality become more important in a self-service environment as customers need clear directions and efficient layout to complete the service themselves. In an interpersonal service environment, the role of employees is more important than the spatial layout. Customers under time pressure may not have the luxury to explore the layout and functionality of the service. Remote service may not necessarily require a physical layout as it is accessible through technology. Photographic blueprints are a tool to assess service processes and may not necessarily relate to space and functionality.

Spatial Layout and Functionality Increase in Importance When