Exam 11: Physical Evidence and the Servicescape

The Hilton Hawaiian Village offers its guests mattresses that adjust to body contours and weight. The bed designed with air baffles and wooden slats is good for people with bad backs and those with varicose veins. These mattresses use _____ to create positive responses to the hotel's servicescape.

A convenience store is a(n) _____ environment.

Every time Beth takes her three-year-old daughter shopping, the child complains about unpleasant smells. A sharp olfactory sense would make _____ in retail situations extremely important to Beth and her daughter.

In a sense, the servicescape can be viewed as nonverbal communications.

Ambient conditions will have the least effect on customer behavior in which of the following servicescapes?

Name an elaborate self-service servicescape.

Another name for human factors design is _____, which could lead to the creation of airline passenger seats that provide adequate back support and leg room.

Addison White is an event planner who specializes in family reunions. He creates situations in which family members can visit, share memories and get to know each other more intimately. He may rent the family a large house in the mountains or schedule them for a picnic in a national forest. White relies on ______ behavior to make the reunions a success.

A regional chain of discount stores had narrow aisles that were often blocked by partially unpacked boxes. Even though the chain provided shopping carts, it was impossible to maneuver one in the store unless you were willing to park it at the end of each aisle and carry selections back to it. In this example, the servicescape played a role as a negative:

A dance studio is a(n) _____ environment.

The patient examination room in a doctor's office is a:

The musty smell of old papers at a used bookstore is an example of an ambient condition.

In its role as socializer, the servicescape should only be designed to aid in the socialization of customers.

Which of the following service providers faces the most complex servicescape decisions?

Within the servicescape, the clearly displayed ENTRANCE and EXIT signs at a Jiffy-Lube 10-minute oil and lubrication service act as a:

The McDonald's arches and the Toys 'R' Us mascot Geoffrey Giraffe are both examples of which composite dimension?