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Experiências em cenários temáticos de serviços

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  • Carvalho, José Luis Felício dos Santos de
  • Motta, Paulo Cesar Delayti

Abstract

This article aims to enhance the understanding of the psychology of consumer behavior during services experiences. It works with an environmental psychology framework because of its ability to exploreinteractions between customers and servicescapes. By using examples from the environmental lighting stimuli, it provides some insights into the management of service physical facilities by integrating service phenomenon and human existence. It elaborates further on the themed environments and presents a strong argument concerning the fulfillment of consumer perceptual experiences in the “moments of truth”. Within this context, a coherent conceptual framework is ferreted and shows some long forgotten aspects that reveal new opportunities for using lighting resources and drama theory in service production.

Suggested Citation

  • Carvalho, José Luis Felício dos Santos de & Motta, Paulo Cesar Delayti, 2002. "Experiências em cenários temáticos de serviços," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 42(2), April.
    • Handle: RePEc:fgv:eaerae:v:42:y:2002:i:2:a:37577
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