Introduction
Servicescape can be defined as environment in which a service is delivered to customers (Bitner, 1992). Service totality delivered at one place is also called service setting. Service setting plays a critical role in shaping expectations, differentiating service firms, facilitating customer and employee customer goals, and influencing the nature of customer experiences (Bitner, 1992).
In the context of the current paper servicescape means the environment of delivering hotel and restaurant services. The topic of the current assignment relates the ambient factors, design, layout and social factors accompanying delivery of the services in the hotel lobby and restaurant.
The following ...