Ayas, Ebru; Eklund, Jörgen; Ishihara, Shigekazu - In: The TQM Journal 20 (2008) 4, pp. 389-408
Purpose – This paper seeks to deal with affective design of waiting areas (servicescapes) and has twofold aims. The first, is to explore affective values for waiting areas. The second, is to identify interactions between physical design attributes and affective values....