assignment

HMD 253 DE – Servicescape Evaluation Paper
Objective:
 The objective of this project is for students to experience the various aspects of the
service industry and understand how the
physical environment
plays a large role in the guests
overall service experience. While the service encounter involves the interactions with the staff,
the Servicescape is the space in which the service is provided and is a large part of overall
customer satisfaction. Since the service industry is largely an experience for guests, the physical
environment plays a significant part of the overall experience and relates directly to guest
satisfaction.
Description:  
Students will conduct a site inspection of a service provider and document the
overall
atmosphere
of the service organization to determine how the overall Servicescape
affects guest feelings.  
*NOTE:
Students are required to use a different business for the Servicescape paper.
This
paper is to evaluate the PHYSCAL ENVIORNMENT and NOT the interaction with employees.
Review all requirements on this direction sheet to ensure you turn-in what is required. Unlike the
PowerPoint project you are only making observations about the overall Servicescape (the
physical place). The business is to be different from your PowerPoint, but still must be within the
last 6 months and in Las Vegas! This a great opportunity to visit a local attraction you have
always wanted to and observe the environment.
Requirements:
Students will visit a service provider of their choice and experience the
Servicescape of the hospitality company. Students will write a paper documenting their
experience.
Paper should not be shorter than 2000 words, but not exceed 4000 words
.
Students are encouraged to stay at the service provider for at least an hour to view guests
interacting in the Servicescape.  
Paper Requirements:
Paper will include the following specifications:

Date, and time the site inspection took place (example: 8/25/2015 from 8:00 AM to 10:00
AM)

Name of company being reviewed and brief description about the company (this can be
ANY service provider including: hotels, restaurants, bars, airlines, casino, etc).

Specific details about the Servicescape
o
   Smells in the air (example: smoke, food, etc.)
o
   Sounds (examples; music, people talking, vacuuming from a housekeeper, etc)
o
   Employee uniforms and look (example: did employee seem well dressed,
uniforms clean, tattoos showing, etc)
o
   Lighting (examples: dark, light, funky color)
o
   Overall décor (examples: chairs, tables, paint, flooring)
o
   Overall flow (examples: did people have obstacles to move, or small spaces to
pass, etc)

o
   People interacting in the Servicescape (examples: did guests seem to enjoy the
layout, did guests move chairs around, was it too crowded, small isles, etc)

Your personal feelings while at the hospitality company (example: did you feel cramped,
uncomfortable, relaxed, etc)

Overall impression of the establishment (example: did this company seem to have a good
overall Servicescape)

Any recommendations (example: if you saw guests tripping over something or the paint
on the walls was too bright, or the music was too loud)

This is your own view point being expressed. NO materials from the internet need to be
used. DO NOT copy content from the hotels webpage or plagiarize thoughts.
Paper Formatting:
Papers are to be formatted as follows:

Typed

12 point font

Double spaced

Title page attached with students name and business visited (the title page does not count
as part of the total word count)

Headings on each section (Introduction, conclusion, etc)

Page numbers

Papers must be turned in to the correct assignment box located on CANVAS. Professor’s
computer and CSN computers use MS Word. To ensure professor can open paper use MS
Word Document.