The sound aesthetic of servicescape: influence in the aesthetic experience of employees

Introduction: This research deals with the influence of the soundscape of the servicescape along to collaborators, according to the service design perspective. It is understood that Service Design (SD) covers the design of the entire service experience, as well as the design of the process and the strategies for delivering it. Some elements that are included in this process include the provider, developers, servicescape, products, clients, etc. The central point of the SD is to understand the value and nature of relationships between people and people, between people and things, between people and organizations, and between organizations of various kinds. In the scope of SD, the Aesthetic dimension assumes a higher level of complexity, since the relational aspects between human beings (employees and clients) are added, elements that often determine the quality of the experience of service as a whole. In order for the customer to receive an excellent service, it is essential to pay attention to the condition of the employees who provide the service. In this respect, an aesthetic approach has the potential to diagnose and enable innovative solutions to be better explored. The problem was questioned: how does sound aesthetics influence the aesthetic experience of collaborators in servicescape? The objective was to demonstrate how sound aesthetics influence the aesthetic experience of employees in a servicescape. Methodology: To answer the research question, a bibliographic review was carried out, and a survey was undertaken in a shopping mall in the city of Curitiba / Brazil. The RPE-Audição tool was used to collect the data. The survey counted on the participation of employees who work in the servicescape of the company that provides the service. Results and Discussion: The results showed that the soundscape of servicescape influences the creation and maintenance of the mood state and can directly impact the health of the employees. The soundscape of the analyzed servicescape evokes positive emotions in the collaborators. In a servicescape focused on hedonic consumption, it is essential that positive emotions are evoked and reinforced, as they can create or reinforce positive moods as well. Such a scenario can bring better working conditions to employees, impact on the quality of life, health, potentiate consumption and interfere in the creation of a positive image about the establishment. Conclusions: As a suggestion for future work, it is recommended to conduct research involving other hedonic service environments in order to deepen the knowledge about the influence of the sound landscape on the aesthetic experience of the collaborators.