physical evidence
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4 Terms
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physical evidence
All the elements that the customer sees, smells, hears, and touches, when interacting with business
Shapes perspective of service quality
Positive physical evidence can be a USP
Important motivational factor for employees - good physical conditions are likely to help workers do their job better
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examples
Hotels: Clean rooms, pleasant decor, ambient music.
Restaurants: Lighting, table setup, hygiene.
Schools: Classroom design, facilities.
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sustainability in physical evidence
Hotels using refillable soap dispensers instead of single-use bottles.
Eco-friendly packaging in food delivery.
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