A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?
A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Question

Quizplus · Accepted Answer

The servicescape refers to the physical environment in which a service is delivered, including its ambiance, cleanliness, and layout. Dirty silverware and a dirty floor directly relate to the physical setting and environment of the service, thus impacting the customer's experience through the servicescape component.

A Customer Who Notices Dirty Silverware and a Dirty Floor