Return of the King

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An Analysis of the Servicescape Model Pertaining to The Return of the King

An Analysis of the Servicescape Model Pertaining to The Return of the King

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Transcript

  • 1. Analysis of the Servicescape Model Pertaining to:
  • 2. A Presentation by: Alan Diamond Róisín O’Malley1632135 1638066 March 14 th 2012
  • 3. Profile of the Event Event: The Return of the King – Elvis Presley Tribute Show Date: 1st March 2012 Time:Doors Open: 7:30pm, Show Commenced: 8:00pm Venue: The Tivoli Theatre
  • 4. Venue Profile Name: The Tivoli Theatre Opened: 1987 Theatre Capacity: 447 Location:138 Francis St, The Coombe, Dublin 8
  • 5. An Integrative Framework: Bitner’s Servicescape ModelENVIRONMENTAL MODERATORS INTERNAL RESPONSES BEHAVIOUR DIMENSIONS Approach HOLISTIC Cognitive Affiliation ENVIRONMENT Emotional Exploration Ambient Employee Psychological Stay Longer Satisfaction Conditions Response Avoid Moderator (opposite of approach) Employee Responses Space/ Perceived Social Interaction Function Servicescape Between Customers and Customer Employees Signs, Responses Customer Approach Symbols Attraction & Response Moderator Cognitive Stay/Explore Artifacts Spend More €€€ Emotional Satisfaction Psychological Avoid (opposite of approach)
  • 6. Purchase StageLiving Social Website.Tivoli Theatre.Tivoli Theatre Facebook page.
  • 7. TransportBus EireannTaxiLUASWalk/Cycle
  • 8. Exterior of VenueBlack & Red Paint.Graffiti-covered car park.Clean.Modern.
  • 9. Interior of Venue Similar colour patterns insidethe theatre. Box office area was small &compact. Tickets were hard to get
  • 10. Lounge Area/Bar Poorly lit. Crates of drink on stage. Bar area had Christmas lights up. Bottle bins on dance floor. Bottle bins blocking emergencyexits.
  • 11. Music Stereo behind the bar had aninterview with An Taoiseach onthe radio, discussing the currenteconomic climate.
  • 12. Staff Helpful Uniformed Friendly Box Office Employee -wearing a tracksuit
  • 13. BathroomsAdequate standard.Well maintained.Little signage to inform youwhere they are.
  • 14. Colours, Seating & SpaceTheatre exterior: red & black.Seating: red also, but torn, old &uncomfortable.Inadequate spacing between seats inthe theatre.Enough space in theatre bar to
  • 15. AttendeesWide demographic.Minority of attendees wereinebriated.Disturbance.
  • 16. The Show ItselfLively.Feel-good factor.Professional.Comfortable enough to dance &sing along.
  • 17. Individual BehaviourApproach Behaviour Avoidance Behaviour  Desire To Stay  Desire To Leave Desire To Spread Good  Desire To Spread Bad WOM WOM  Desire To Interact  Desire To Not Interact  Desire To Return  Desire To Not Return Approach the show, Avoid the Venue
  • 18. Interview with Ian Smith - Producer Running for 11 years. Choose Tivoli because finance& location. No major accidents haveoccurred.
  • 19. Interview with Paul Lydon - Health & Safety Officer Risk Assessments carried outfrequently. No major health & safety issuesin the past. Alcohol has been an issue.
  • 20. RecommendationsPhotosensitive-epileptic signs.Music in the waiting area/bar.Selling of merchandise.Friendlier staff.Graffiti-covered car park.Student prices on tickets.
  • 21. Conclusion In relation to The Return of theKing, the servicescape model has highlighted perceptions and emotional responses that couldmake consumers pursue alternative
  • 22. Thank You! Any Questions?