Servicescape of Leisure Centre
Customer Service Operations and Excellence
Project Report
How servicescapes affect the behaviour of Lagoon leisure centre customers
August, 2008
Contents page
1. Leisure Lagoon centre profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1p.
2. Introduction………. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2p.
3. Dimensions of the servicescape . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . .3p.
4. The Physical Environment and Customer behaviour...………………………7p.
5. Conclusion……………….. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9p.
6. Recommendation... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . .10p.
7. Appendix 1………………………………………………………………….11p. 8. Bibliography ………………………………………………………………..12p.
1. Leisure Lagoon Centre profile
“Waltham Forest Council, in partnership with GLL (Greenwich Leisure Limited) are committed to providing high quality, affordable leisure services, with the aim to develop a healthy and more active community”.( Councillor Naz Sarkar ) However, the Lagoon of leisure centre is one of this community fitness centre.
The Lagoon leisure centre is located between Leyton and Walthamstow tube stations.
Leisure Lagoon centre has a huge variety of activities and programmes for all group of people do not including their age, income, social class or culture. They provide lot of facilities such as:
• Fitness centre
• Swimming pool (water workout, slide, family swim, and wet and wild swim and etc.)
• Group exercise classes (Yoga, Aerobics, Pilates, Latino dance and etc.)
• Women only sessions
• Sauna
• Etc.
Also, there is some choice of price bands available,
Project Report
How servicescapes affect the behaviour of Lagoon leisure centre customers
August, 2008
Contents page
1. Leisure Lagoon centre profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1p.
2. Introduction………. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2p.
3. Dimensions of the servicescape . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . .3p.
4. The Physical Environment and Customer behaviour...………………………7p.
5. Conclusion……………….. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9p.
6. Recommendation... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . .10p.
7. Appendix 1………………………………………………………………….11p. 8. Bibliography ………………………………………………………………..12p.
1. Leisure Lagoon Centre profile
“Waltham Forest Council, in partnership with GLL (Greenwich Leisure Limited) are committed to providing high quality, affordable leisure services, with the aim to develop a healthy and more active community”.( Councillor Naz Sarkar ) However, the Lagoon of leisure centre is one of this community fitness centre.
The Lagoon leisure centre is located between Leyton and Walthamstow tube stations.
Leisure Lagoon centre has a huge variety of activities and programmes for all group of people do not including their age, income, social class or culture. They provide lot of facilities such as:
• Fitness centre
• Swimming pool (water workout, slide, family swim, and wet and wild swim and etc.)
• Group exercise classes (Yoga, Aerobics, Pilates, Latino dance and etc.)
• Women only sessions
• Sauna
• Etc.
Also, there is some choice of price bands available,
Bibliography: Bitner M.J. (1992) Servicescapes:the impact of physical surroundings on customers and employees [journal of Marketing] Vol.56, pp. 57-71 Fitzsimmons A.J., Fitzsimmons M.J. (2006) Service management: operations, strategy, information technology, (5th edition) McGraw-Hill Solomon M.R. (2002) Consumer Behaviour, (5th edition) Prentice Hall Wakefield K.L., Blodgett J.G. (1996) The effect of the servicescape on customers’ behavioural intentions in leisure service settings [The Journal of Service Marketing] Vol.10, No.6, pp. 45-61 Wakefield K.L., Blodgett J.G. (1994) The importance of servicescapes in leisure service settings [The Journal of Service Marketing] Vol.8, No.3, pp. 66-76