Managing the Evidence in SERVICE BUSINESSES Academic Article uri icon

abstract

  • DESIGN IS CRUCIAL in the marketing of services. Leonard Berry and Kathleen Seiders enumerate the designed elements that make services tangible and explain how they can be exploited to shape first impressions, manage trust, change images, provide sensory stimulation, and share an organization's culture with employees and customers.

published proceedings

  • Design Management Journal

author list (cited authors)

  • Berry, L. L., & Seiders, K.

citation count

  • 3

complete list of authors

  • Berry, Leonard L||Seiders, Kathleen

publication date

  • January 1992

publisher