Question 1

Cognitive responses to the firm's servicescape include all of the following except:

Accepted Answer

A) beliefs or opinions. 
B) categorization. 
C) the inference of symbolic meaning. 
D) feelings of contentedness or anxiety. 
E) beliefs or opinions,and feelings of contentedness or anxiety. 
A) beliefs or opinions. 
B) categorization. 
C) the inference of symbolic meaning. 
D) feelings of contentedness or anxiety. 
E) beliefs or opinions,and feelings of contentedness or anxiety. D

Question 2

Which of the following combinations are made up of all warm colors?

Accepted Answer

A) red,blue,green 
B) yellow,blue,violet 
C) red,yellow,green 
D) yellow,red,orange 
E) orange,blue,green 
A) red,blue,green 
B) yellow,blue,violet 
C) red,yellow,green 
D) yellow,red,orange 
E) orange,blue,green D

Question 3

All of the following statements are true except:

Accepted Answer

A) combinations of warm and cool colors can create relaxing,yet stimulating atmospheres. 
B) rooms painted in lighter colors tend to look smaller. 
C) lighter hues are popular for fixtures. 
D) darker hues are used as attention grabbers. 
E) too much violet may dampen consumer spirits. 
A) combinations of warm and cool colors can create relaxing,yet stimulating atmospheres. 
B) rooms painted in lighter colors tend to look smaller. 
C) lighter hues are popular for fixtures. 
D) darker hues are used as attention grabbers. 
E) too much violet may dampen consumer spirits. B

Question 4

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Accepted Answer

A) pleasure-displeasure. 
B) arousal-nonarousal. 
C) approach-avoidance. 
D) dominance-submissiveness. 
E) cognitive-physiological. 
A) pleasure-displeasure. 
B) arousal-nonarousal. 
C) approach-avoidance. 
D) dominance-submissiveness. 
E) cognitive-physiological.

Question 5

Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.Consumer approach behavior is demonstrated by:

Accepted Answer

A) a desire to stay. 
B) a desire to explore and interact. 
C) a desire to communicate. 
D) feelings of satisfaction. 
E) all of these. 
A) a desire to stay. 
B) a desire to explore and interact. 
C) a desire to communicate. 
D) feelings of satisfaction. 
E) all of these.

Question 6

____ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

Accepted Answer

A) Ergonomics 
B) Environmental psychology 
C) Physics 
D) Physical sociology 
E) Environmental anthropology 
A) Ergonomics 
B) Environmental psychology 
C) Physics 
D) Physical sociology 
E) Environmental anthropology

Question 7

The actual size of the firm's facility conveys meanings to the firm's target market.Which of the following most accurately describes customer perceptions regarding small facilities?

Accepted Answer

A) important 
B) powerful 
C) personal 
D) successful 
E) stable 
A) important 
B) powerful 
C) personal 
D) successful 
E) stable

Question 8

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Accepted Answer

A) its parquet dance floor 
B) its ad in the Lexington Herald 
C) dance instructors' experience 
D) its website 
E) its brochure describing the dance lessons and the various payment plans 
A) its parquet dance floor 
B) its ad in the Lexington Herald 
C) dance instructors' experience 
D) its website 
E) its brochure describing the dance lessons and the various payment plans

Question 9

Pregnant military personnel were originally permitted to wear civilian clothing when pregnant in lieu of their traditional military uniforms.After implementing this policy,the military observed:

Accepted Answer

A) grateful personnel who could now wear their own clothes. 
B) jealousy from other personnel who were required to wear uniforms. 
C) a wide array of dress styles on base. 
D) personnel who were upset because they now had to worry about what to wear every day. 
E) discipline and morale problems because these personnel had begun to lose their identification with their roles as soldiers. 
A) grateful personnel who could now wear their own clothes. 
B) jealousy from other personnel who were required to wear uniforms. 
C) a wide array of dress styles on base. 
D) personnel who were upset because they now had to worry about what to wear every day. 
E) discipline and morale problems because these personnel had begun to lose their identification with their roles as soldiers.

Question 10

The three primary visual stimuli that appeal to consumers on a basic level are:

Accepted Answer

A) harmony,contrast,and clash. 
B) size,shape,and color. 
C) blue,yellow,and green. 
D) red,blue,and green. 
E) violet,blue,and red. 
A) harmony,contrast,and clash. 
B) size,shape,and color. 
C) blue,yellow,and green. 
D) red,blue,and green. 
E) violet,blue,and red.

Question 11

Which of the following statements pertaining to the location of the firm is false?

Accepted Answer

A) Location decisions should consider the amount of customer involvement necessary to provide the service. 
B) Low contact firms should consider moving sites that are closer to sources of supply,transportation and labor. 
C) The actual location of high-contact services should be as close to the street as possible. 
D) Parking should be considered when making site selection decisions. 
E) The firm's facility should be compatible with its surrounding environment. 
A) Location decisions should consider the amount of customer involvement necessary to provide the service. 
B) Low contact firms should consider moving sites that are closer to sources of supply,transportation and labor. 
C) The actual location of high-contact services should be as close to the street as possible. 
D) Parking should be considered when making site selection decisions. 
E) The firm's facility should be compatible with its surrounding environment.

Question 12

Which of the following senses conveys more information than any of the others?

Accepted Answer

A) sight 
B) sound 
C) scent 
D) touch 
E) taste 
A) sight 
B) sound 
C) scent 
D) touch 
E) taste

Question 13

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

Accepted Answer

A) a bakery shop 
B) an air-conditioned hotel on a hot July day 
C) an open five-story parking garage 
D) bookstore with an in-store coffee cart 
E) a movie theater 
A) a bakery shop 
B) an air-conditioned hotel on a hot July day 
C) an open five-story parking garage 
D) bookstore with an in-store coffee cart 
E) a movie theater

Question 14

One of the primary roles of a service firm's physical evidence is to package the service.Explain the managerial implications of "packaging the service."

Accepted Answer

The service itself is intangible and,the

Question 15

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

Accepted Answer

A) intangibility. 
B) inseparability. 
C) heterogeneity. 
D) socialization. 
E) perishability. 
A) intangibility. 
B) inseparability. 
C) heterogeneity. 
D) socialization. 
E) perishability.

Question 16

Which of the following colors is associated with coolness,shyness,dignity,and wealth?

Accepted Answer

A) red 
B) violet 
C) yellow 
D) orange 
E) green 
A) red 
B) violet 
C) yellow 
D) orange 
E) green

Question 17

Which of the following is NOT an advantage of requiring employees to wear uniforms?

Accepted Answer

A) Uniforms identify the firm's personnel. 
B) Uniforms help in controlling deviant members. 
C) Uniforms provide price expectations to customers. 
D) Uniforms imply a coherent group structure. 
E) Uniforms present a physical symbol that embodies the group's ideals and attributes. 
A) Uniforms identify the firm's personnel. 
B) Uniforms help in controlling deviant members. 
C) Uniforms provide price expectations to customers. 
D) Uniforms imply a coherent group structure. 
E) Uniforms present a physical symbol that embodies the group's ideals and attributes.

Question 18

A(n) ____ is the customer's composite of mental images of the service firm's physical facilities.

Accepted Answer

A) internal response moderator 
B) perceived servicescape 
C) cognitive response 
D) emotional response 
E) physiological response 
A) internal response moderator 
B) perceived servicescape 
C) cognitive response 
D) emotional response 
E) physiological response

Question 19

The emotional states of pleasure-displeasure,arousal-nonarousal,and dominance-submissiveness are types of:

Accepted Answer

A) internal response moderators. 
B) holistic environments. 
C) individual behaviors. 
D) social interactions. 
E) physical environmental dimensions. 
A) internal response moderators. 
B) holistic environments. 
C) individual behaviors. 
D) social interactions. 
E) physical environmental dimensions.

Question 20

____ encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.

Accepted Answer

A) Response moderators 
B) Scent appeals 
C) Warm colors 
D) Sound appeals 
E) Taste appeals 
A) Response moderators 
B) Scent appeals 
C) Warm colors 
D) Sound appeals 
E) Taste appeals

Cognitive responses to the firm's servicescape include all of the following except:

Which of the following combinations are made up of all warm colors?

All of the following statements are true except:

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.Consumer approach behavior is demonstrated by:

____ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

The actual size of the firm's facility conveys meanings to the firm's target market.Which of the following most accurately describes customer perceptions regarding small facilities?

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Pregnant military personnel were originally permitted to wear civilian clothing when pregnant in lieu of their traditional military uniforms.After implementing this policy,the military observed:

The three primary visual stimuli that appeal to consumers on a basic level are:

Which of the following statements pertaining to the location of the firm is false?

Which of the following senses conveys more information than any of the others?

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

One of the primary roles of a service firm's physical evidence is to package the service.Explain the managerial implications of "packaging the service."

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

Which of the following colors is associated with coolness,shyness,dignity,and wealth?

Which of the following is NOT an advantage of requiring employees to wear uniforms?

A(n) ____ is the customer's composite of mental images of the service firm's physical facilities.

The emotional states of pleasure-displeasure,arousal-nonarousal,and dominance-submissiveness are types of:

____ encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 8: Managing the Firms Physical Evidence

Cognitive responses to the firm's servicescape include all of the following except:

Which of the following combinations are made up of all warm colors?

All of the following statements are true except:

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.Consumer approach behavior is demonstrated by:

____ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

The actual size of the firm's facility conveys meanings to the firm's target market.Which of the following most accurately describes customer perceptions regarding small facilities?

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Pregnant military personnel were originally permitted to wear civilian clothing when pregnant in lieu of their traditional military uniforms.After implementing this policy,the military observed:

The three primary visual stimuli that appeal to consumers on a basic level are:

Which of the following statements pertaining to the location of the firm is false?

Which of the following senses conveys more information than any of the others?

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

One of the primary roles of a service firm's physical evidence is to package the service.Explain the managerial implications of "packaging the service."

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

Which of the following colors is associated with coolness,shyness,dignity,and wealth?

Which of the following is NOT an advantage of requiring employees to wear uniforms?

A(n) ____ is the customer's composite of mental images of the service firm's physical facilities.

The emotional states of pleasure-displeasure,arousal-nonarousal,and dominance-submissiveness are types of:

____ encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters