Propuesta de constructos para el análisis de los espacios físicos de los establecimientos de atención al público en el sector servicios: aplicación empírica en la oficina de banca
- Rabadán Martín, Inmaculada
- García González, Santiago
- Cossío Silva, F. J. (coord.)
Éditorial: Escuela Superior de Gestión Comercial y Marketing, ESIC
ISBN: 978-84-7356-609-4
Année de publication: 2009
Congreso: Asociación Europea de Dirección y Economía de Empresa. Congreso Nacional (23. 2009. Sevilla)
Type: Communication dans un congrès
Résumé
This work is part of the contributing theories concerning space or physical environment of customer service establishments. New constructs are defined here, such as �store� versus �office� and �ES+� (experiential space +) versus �ES-�(experiential space -). These constructs create axes which can be used for plotting all kinds of sales or public establishments. The questions that need answering are as follows: 1. Do these concepts really exist in the consumer�s mind or are they just theoretical concepts with no useful reality? 2. If they do, in fact, exist, how are they defined by customers or consumers? The constructs defined in this work have relevant implications for management. The empirical project is conducted with bank customers.