Purpose The purpose of this paper is to profile wayfinders into homogeneous sub-groups according to their wayfinding ability, and to investigate the differences between the clusters identified and their evaluations of satisfaction. Design/methodology/approach This study uses survey data...

Purpose The purpose of this paper is to identify customers’ needs and expectations regarding servicescape surveillance management (SSM) in order to suggest to service managers how they can carefully design a service environment to ensure a high level of security while concurrently enhancing...