Designing the Service Factory for Customers and Employees

  • Eileen A. Wall
  • Leonard L. Berry


The inseparability of production and consumption for many services requires customers to visit the facility in which the service is delivered. Experiencing the „service factory“ clearly has an impact on the consumer’s perception of the service experience (Bitner 1990, p. 72; Harrell et al. 1980, p. 45). For service organizations such as hotels, restaurants, financial institutions, retail stores, and hospitals the physical environment can be a powerful influence in customers’ evaluation of the service (Baker 1987, pp. 79–84; Bitner 1992, p. 57; Kotler 1973, p. 48; Shostack 1977, p. 78; Upah/Fulton 1985, p. 255; Zeithaml et al. 1985, p. 41).


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Copyright information

© Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden 2001

Authors and Affiliations

  • Eileen A. Wall
    • 1
  • Leonard L. Berry
  1. 1.Department of MarketingTexas A&M UniversityUSA

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