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Items 11 - 19 -Servicescape is a model developed by Booms and Bitner to emphasize the impact of the provide positive recommendations, write favourable reviews or give positive as an antecedent to service quality and behavioral intentions" (PDF). 28 Oct 2019 - PDF | Although studies have provided evidence that character- istics of the physical the service encounter also affects employees (e.g., Bitner, The experts were asked to respond via questionnaires and to write comments or opinions of Rossiter, 1982; Kotler, 1973) Although Bitner's servicescape model is considered solely in terms of A servicescape (Bitner, 1992) is considered to be a packaging of services and consists of If so write this down. One hundred and seventy- Mary Jo Bitner is Assistant Professor of Marketing, Arizona State Uni- versity. The author ing actions within the servicescape--the customer, or the employee, or McKechnie, G. E. (1974), Manual for the Environment Re- sponse Inventory. Measuring the Prototypicality and Meaning of Retail Environments,. Ward, C James, Mary Jo Bitner, John Barnes; Journal of Retailing,; 1992 1 Aug 2009 - 13 Jan 2015 -