Question 1

Which of the following fragrances would you use to relax and calm customers?

Accepted Answer

A)  Lemon 
B)  Black pepper 
C)  Lavender 
D)  Eucalyptus 
E)  Rose 
A)  Lemon 
B)  Black pepper 
C)  Lavender 
D)  Eucalyptus 
E)  Rose

Question 2

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Accepted Answer

A) True 
 B)False

Question 3

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

Accepted Answer

A)  Store is too small 
B)  Store is not clean 
C)  Too hot inside the store or the shopping center 
D)  Music inside the store is too loud 
E)  Bad smell in the store 
A)  Store is too small 
B)  Store is not clean 
C)  Too hot inside the store or the shopping center 
D)  Music inside the store is too loud 
E)  Bad smell in the store

Question 4

The dreamlike lobby of Health Park Medical Center in Fort Meyers, Florida is a good example of ____________.

Accepted Answer

A)  using spatial layout to maximize efficiency 
B)  using color schemes to enhance the service experience 
C)  using scent to calm patients 
D)  using spatial layout to best utilize a small space 
E)  using special layout to direct customers 
A)  using spatial layout to maximize efficiency 
B)  using color schemes to enhance the service experience 
C)  using scent to calm patients 
D)  using spatial layout to best utilize a small space 
E)  using special layout to direct customers

Question 5

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Accepted Answer

The answer of A community center that designs classrooms in...

Question 6

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

Accepted Answer

A)  service planes 
B)  servicescapes 
C)  service boxes 
D)  servicetomies 
E)  service vaults 
A)  service planes 
B)  servicescapes 
C)  service boxes 
D)  servicetomies 
E)  service vaults

Question 7

In environmental psychology the typical outcome variable is ____________ or ____________ of an environment.

Accepted Answer

A)  service; repurchase 
B)  control; reproach 
C)  control; avoidance 
D)  control; sensibility 
E)  approach; avoidance 
A)  service; repurchase 
B)  control; reproach 
C)  control; avoidance 
D)  control; sensibility 
E)  approach; avoidance

Question 8

Discuss how the servicescape at Disney World help script customer experiences.

Accepted Answer

Disney employs several physical design a

Question 9

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Accepted Answer

The three stages are

Question 10

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

Accepted Answer

A) True 
 B)False

Question 11

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Accepted Answer

A)  Arrangement of store items is always the same. 
B)  No mirror in the dressing room. 
C)  Unable to find what one needs. 
D)  Directions within the store are inadequate. 
E)  Store is too small. 
A)  Arrangement of store items is always the same. 
B)  No mirror in the dressing room. 
C)  Unable to find what one needs. 
D)  Directions within the store are inadequate. 
E)  Store is too small.

Question 12

Servicescapes are never purely function.

Accepted Answer

A) True 
 B)False

Question 13

Signs are frequently used to teach and reinforce behavioral rules in service settings.

Accepted Answer

A) True 
 B)False

Question 14

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

Accepted Answer

A) True 
 B)False

Question 15

Describe one of the two examples from the book that show a link between scent and increased spending.

Accepted Answer

Gamblers put more quarters in slot machi

Question 16

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

Accepted Answer

A) True 
 B)False

Question 17

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

Accepted Answer

A) True 
 B)False

Question 18

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

Accepted Answer

It shows that feelings or affe

Question 19

List the five guidelines for parking design described in the chapter.

Accepted Answer

Provide friendly warnings, kee

Question 20

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

Accepted Answer

A) True 
 B)False

Which of the following fragrances would you use to relax and calm customers?

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

The dreamlike lobby of Health Park Medical Center in Fort Meyers, Florida is a good example of ____________.

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

In environmental psychology the typical outcome variable is or of an environment.

Discuss how the servicescape at Disney World help script customer experiences.

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Servicescapes are never purely function.

Signs are frequently used to teach and reinforce behavioral rules in service settings.

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

Describe one of the two examples from the book that show a link between scent and increased spending.

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

List the five guidelines for parking design described in the chapter.

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 10: Crafting the Service Environment

Which of the following fragrances would you use to relax and calm customers?

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

The dreamlike lobby of Health Park Medical Center in Fort Meyers, Florida is a good example of ____________.

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

In environmental psychology the typical outcome variable is ____________ or ____________ of an environment.

Discuss how the servicescape at Disney World help script customer experiences.

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Servicescapes are never purely function.

Signs are frequently used to teach and reinforce behavioral rules in service settings.

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

Describe one of the two examples from the book that show a link between scent and increased spending.

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

List the five guidelines for parking design described in the chapter.

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

In environmental psychology the typical outcome variable is or of an environment.