8.1: Servicescape Design
hospital floor: -minimal joint and seams to... -low reflectance value (LRV) of finish to... -what about floor patterns -what about floor types coved right angles between wall and floor joints and seams for... -another factor when thinking about patient floorings
-... to prevent tripping -...finish to prevent glare bc of visual ability -low contrast in floor pattern -minimal floor types changing within the room -...for clean & maintenance -noise reduction measures
service environment: -def.
-a strong experience connected to the business
windows in hospitals: -should be accessible to staff when... -2 things related that is needed -windows ability to be ____ if needed -window should prevent...
-accessible to staff when working in patient room -presence of window and other daylight methods is needed -soundproof windows/walls to block external noise if needed -prevent patients being viewed from outside in
Bitner's Servicescape: -what are the 3 general factors = the environmental dimensions -what are the 3 effects that comes after environment dimensions
-ambient conditions -space/function -signs, symbols, and artifacts -environmental dimensions > perceived servicescape > employee & customer responses > cause a certain behavior
medical-surgical patient room: -centralize alarm at... -interesting layout research -walking distance should be... -minimal visual... -bed location should be... -extra space needed at...
-centralize alarm at nursing station and other features to reduce noise in patient room -design exactly the same from one room to another -minimize walking distance from nursing station to patient bed -minimal visual obstacle block between nursing station to patient bed -bed location oriented to move patient's head away from door -space at headwall/footwall for emergency procedures
smart home: -what factors are in tension when thinking about this (3)
-convenience, safety, privacy
servicescape: -developed by... -what does this concept emphasize -includes 3 factors...
-developed by Booms and Bitner -emphasize the impact of physical environment in a "service" place -includes facility's exterior, interior, and ambient conditions
patient zone: -what is a supported path -storage needed for... -medical supplies should be...
-handrail from bed to bathroom -spaces for storing for nurses and for patients private things -medical supplies should be close to patients to decrease staff time getting supplies
residential design: -healthcare is moving beyond... -when is aging in place usually considered -fact
-healthcare is moving beyond walls of the hospital -aging in place design is usually not consider till we're old -but can be very beautiful if design so in the beginning
servicescape design: -strange fact about hospital design now -ER recent design...
-hospital business competing on each other's servicescape design now -ER trying to improve patient experience by creating privacy > ended uo preventing infection
smart servicescape wheel: -what 3 mini factors wrap around this -what general bigger 2 factors wrapped around this
-includes datascape (network, home environment safety) & physical scape (other person's location, temperature/weight), & social scape (emergency center, professional scaregivers) -perceptible servicescape and imperceptible servicescape
Bitner's Servicescape: -list the space/function (3)
-layout -equip. -furnishings -etc.
-def. of servicescape -plays an important role in...
-making physical and social environment surround a service experience, transaction, or event -plays important role in shaping customer expectations, employee goals, and influence nature of customer experience
hospital ceiling: -what is similar with hospital floor -what is similar to hospital walls -how to reduce disruption sound -ex.
-non-glare finish, noise reduction measures -non-institutional looking finish materials -use of white noise/sound masking to reduce disruptions from noise -(such as white noise machines)
aging in place: -statistic pattern explained -90% elder prefer to stay at home when aging bc...
-people are living longer > more elders, low children population > future increase in aging in place services -bc of their community
patient zone: privacy curtain can be... -finish in the space should be.... -minimal visibility from corridor to _____ bc____
-privacy curtain can be cleaned and disinfected (waterproof) or are dispensable -non-institutional looking finish > want soft contemporary color/texture variety -minimal visibility from corridor/public area to patient for privacy
servicescape design are design factors for... (3)
-retail -healthcare -aging in place
family zone in patient room: -should be in sight of... -something related to tv -furniture should help with... -furniture should accommodate for...
-should be in sight of staff so they can be included in conversation -family ability to see and hear tv without disturbing patient -furniture help with interaction between patient and family (wheeled chairs) -furniture for wide age and size variations
Bitner's Servicescape: -list the signs, symbols, and artifacts (3) -further explain -what does signs and symbols do -what does artifacts do
-signage -personal artifacts -style or decor -etc -refers to broader category of objects that serve multiple purposes -sign and symbols give cues for directional purposes & give appropriate behavior cues -artifacts link to certain history/memory give reminder of the service experienced
Bitner's Servicescape: -list the ambient conditions (6) -further explain
-temp -air quality -noise -music (heart inc. & synchronize) -odor -lighting -refers to the controllable & observable stimuli
Layout affects:
-under space/function factor -how easy or hard it is to navigate through a system -2 important aspect: functionality (to meet customer's goal) & spatial layout (physical size and space layout)
universal design: -universal design vs. inclusive design (2)
-universal design usually think about ADA codes -inclusive design thinks about all groups, open thinking
Milk train ex.: -what is the service experience goal here (2)
milk train: -space design focusing on service for instagram -cloudlike, trainlike design
