Exam 10: Crafting the Service Environment

List the four key things that signs can be used for in a servicescape.

The term ____________, used by Dennis Nickson and his colleagues, would most apply to sales associates at Victoria's Secret or Calvin Klein.

If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the "distressed" region of Russell's model.

What are the three important ways in which the service environment and its accompanying atmosphere impact buyer behavior?

According to Adrian North, the key to driving unwanted people away is ____________.

According to the Mehrabian-Russell Stimulus-Response Model, people avoid crowded environments because of the number of people rather than being deterred by the unpleasant feeling of crowding, people being in the way, or lacking perceived control.

Describe the design flaws of the Jordan Sheraton Hotel.

Describe the challenge inherent in using signs, symbols, and artifacts in a servicescape and discuss when this task is particularly important.

The two dimensions of Russell's model of affect are ____________ and ____________.

Discuss how the United Kingdom uses music to discourage jaycustomers in the subway system.

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

Which of the following is the best example of problems created by inappropriate color usage?

Fast music environments have been shown to generate more revenue and get customers to spend longer amounts of time in an environment than slow music environments.

Service consumers use service environment as an important quality proxy.

Which of the following is NOT one of the dimensions of the service environment?

Which of the following is an ambient condition?

The use of violet is commonly associated with its ability to create an inner feeling of calm.

Ambient conditions refer to those characteristics of the environment pertaining to our five senses.

Describe what is meant by an holistic view of a service environment and provide examples.

The ____________ complex a(n) ____________ process becomes, the more powerful is its potential impact on ____________.