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Right Employees Play Important Role Discussion

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Marketing
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Servicescape 1
Marketing
By Name
Course
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University
The City
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Servicescape 2
Do you think to employ the right employees play important role in designing the best
servicescape and supplementary services to stand away from competitors?
At the present times, the consumers are becoming more robust and demanding
concerning services or products they intend to purchase (Bitner, 1992). Comparatively, this
could be because of consumers’ demand, but also an increasingly snowballing competition
where companies are becoming more innovative and resourceful. According to Kotler (1965), he
argues that for the business to be competitive in the market, it has to consider where the business
is taking place rather than the services it provides. On the other hand, Bitner (1990) propagated
the term servicescape arguing that under such situations, the place where the business takes place
is the key and effective for the market positioning and segmenting. He also adds that
servicescapes should aim at explaining employee’s behavior within the business environment.
The term servicescape may be defined as the environment built to shape consumers’
expectations, employees’ goals as well as to differentiate the services the firm is offering. It may
also be referred to as the period in which consumers interact with the services as well as the
service provider. For example, in any marketing plans, servicescape is very important as the
business owners seek to be competitive as well as raise enough revenue (Edvardsson, 2004). On
the other hand, servicescapes play a vital role in staff which subsequently exhibits itself in
various approach and behaviors. Theoretically, employees as part of servicescape measure some
aspects of quality of service the business offers. (Jobst & Boerner, 2015) argues that customers
look at the staffs in terms of staff being ‘friendly,’ ‘neat and tidy in appearance’ or ‘helpful.’
Tidy and neat, helpful and friendly employees at delivery sites help the business attract more
customers (Morgan & O'Brien, 2016). The customers may use these three aspects to determine
the quality of service. For that reason, I agree that to employ the right employees play a pivotal

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Servicescape 1 Marketing By Name Course Tutor University The City Date Servicescape 2 Do you think to employ the right employees play important role in designing the best servicescape and supplementary services to stand away from competitors? At the present times, the consumers are becoming more robust and demanding concerning services or products they intend to purchase (Bitner, 1992). Comparatively, this could be because of consumers’ demand, but also an increasingly snowballing competition where companies are becoming more innovative and resourceful. According to Kotler (1965), he argues that for the business to be competitive in the market, it has to consider where the business is taking place rather than the services it provides. On the other hand, Bitner (1990) propagated the term servicescape arguing that under such situations, the place where the business takes place is the key and effective for the market positioning and segmenting. He also adds that servicescapes should aim at explaining employee’s behavior within the business environment. The term servicescape may be defined as the environment built to shape consumers’ expectations, employees’ goals as well ...
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