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Pebble Beach And Quail Lodge Servicescape Analysis

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The hospitality industry is booming in today’s world with the rise of the experience economy. Because this industry is becoming so large the competition gets is getting tougher. One extreme aspect to gain a competitive edge is to create the perfect servicescape for the employees and customers. The servicescape is the physical environment the provider builds for its customers and employees. This environment will influence both customer and employee behavior, while portraying what the service concept is about. There are two resorts in the hospitality industry that provide their employees and guests with exceptional servicescapes, the Lodge at Pebble Beach and the Quail Lodge. Both are located on the Monterey Peninsula and focus their service around the great sport of golf. They have created two different experiences for golfers through their servicescapes. The lodge at Pebble Beach focuses on the history surrounding golf and its specific role in that history. While the Quail Lodge focuses on …show more content…

These moderators are split into three categories of cognitive, emotional, and physiological feelings. Cognitive reactions include beliefs, categorization and symbolic meaning taken from the servicescape. The Lodge at Pebble Beach, for me, has a lot of symbolic meaning. The history of the Lodge at Pebble Beach is not lost on many people so they understand the meaning behind it’s classic structure. They do not hold back in portraying the history that has taken place there either, the photos and artifacts give me the chills. From my knowledge of golf and its history I am able to draw the significance out of the servicescape. The Lodge at Pebble Beach uses this to their advantage, it’s a comparison to Hearst Castle. It’s almost like a museum but still operating its services. The accumulation of events since their opening in 1919 is portrayed through the meaning of their

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