The servicescapes model describes how the surroundings or the physical environment of a service can influence the behaviors of both customers and employees. The model was created by Booms and Bitner in 1990.

This model tries to describe the behaviors of humans in an environment to be able to change it. We see here again that behavioral psychology has an impact on how we design services.

We can see the servicescape model as a variation of the Service Blueprint with a focus on physical space.

This article is part of the book "A Tiny History of Service Design, " a tiny two-hour read that goes through the historical events that created what Service Design is today.