I was drawn to Bitner's framework of servicescapes because I found it particularly relevant to my work at Gilead. Specifically, the social rehab space fits the service model better than some of Gilead's other spaces. While I was reading Bitner, concepts, questions, and methods were jumping out at me as being useful for my project at Gilead. When I sat down to draw the servicescape at the social rehab center, I started with clients and employees and tracked their path and goals through the servicescape. It became quickly apparent that the line dividing clients and employees is thin. The space shapes responses and behaviors similarly across client/employee lines.
I was also struck by the potential usefulness of this approach for the project that we're working on, however, I encountered several barriers in creating the complete servicescape at this point in my research. My servicescape contains a lot of questions and needs much more fleshing out after I am able to engage in direct research alongside the participants. Perhaps it makes sense to use this framework at two separate points during the research process: first in the early stages to help the researcher determine the important factors to consider and the questions to frame those factors, and second after having engaged with participants.