The effects of service environment on service encounter: The case of hotel enterprises

This study aims to determine the effects of the service environment on service encounter from the mid-level and senior managers' point of view in thermal hotels operating in Afyonkarahisar. Data are collected with the semi-structured interview method and interviews conducted with the participants who are determined by the Judgement Sampling Method. In the data transcription process, Content Analysis is used. Within the purpose of the study, the data is discussed in the order given in the interview form and is compared with other studies' results. According to the results, it is ascertained that thermal hotel managers had low-level knowledge and awareness about servicescape and backstage arrangements. Furthermore, the interaction of staff with guests has the effect of enhancing the service quality and facilitating the connection between the guest and the organization. Besides, the service and employees have a crucial role in the process of interaction of guests with other guests. In addition, it is determined that the service and employees are decisive in the suggestions of the guests to the hotel. The evaluation of the effects of environmental variables in the service environment would make it possible to predict the potential negative effects of subsequent experiences, and to constitute the appropriate atmosphere for the service encounter. Keywords: Service, Servicescape, Service Encounter, Managerial Perspective, Thermal Hotel Enterprises.