Question 1

Consumer moods and attitudes are types of:

Accepted Answer

A) physiological customer responses. 
B) emotional customer responses. 
C) individual approach behaviors. 
D) internal response moderators. 
E) cognitive customer responses. 
A) physiological customer responses. 
B) emotional customer responses. 
C) individual approach behaviors. 
D) internal response moderators. 
E) cognitive customer responses.

Question 2

Discuss the design considerations of the servicescape for remote,self-service,and interpersonal services.

Accepted Answer

Remote services see little direct custom

Question 3

The component of the SOR model that describes the recipient of the set of stimuli in the service encounter is:

Accepted Answer

A) stimulus receiver. 
B) organism. 
C) organizations. 
D) responder. 
E) stimuli receptor. 
A) stimulus receiver. 
B) organism. 
C) organizations. 
D) responder. 
E) stimuli receptor.

Question 4

Sam enters a new restaurant and finds it dimly lit and nicely furnished with soft music playing in the background.He immediately lowers his voice to a hush and uses his best table manners.This is an example of the cognitive response of:

Accepted Answer

A) pleasure. 
B) peacefulness. 
C) symbolic meaning. 
D) beliefs. 
E) categorization. 
A) pleasure. 
B) peacefulness. 
C) symbolic meaning. 
D) beliefs. 
E) categorization.

Question 5

____ are favored when the customer needs to take time to make high-involvement decisions.

Accepted Answer

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

Question 6

Which of the following statements regarding background music in a restaurant were found to be true?

Accepted Answer

A) Consumers spend more money when fast music is played. 
B) Customers are served faster when slow music is played. 
C) Customers run higher bar bills when slow music is played. 
D) Gross margins are higher when fast music is played. 
E) Customers are willing to wait longer for a table when fast music is played. 
A) Consumers spend more money when fast music is played. 
B) Customers are served faster when slow music is played. 
C) Customers run higher bar bills when slow music is played. 
D) Gross margins are higher when fast music is played. 
E) Customers are willing to wait longer for a table when fast music is played.

Question 7

Discuss how a service firm's physical evidence facilitates the flow of the service delivery process.

Accepted Answer

Physical evidence can provide informatio

Question 8

Which of the following is NOT an example of an ambient condition in a retail environment?

Accepted Answer

A) music 
B) signs 
C) scents 
D) lighting 
E) colors 
A) music 
B) signs 
C) scents 
D) lighting 
E) colors

Question 9

Discuss the physical environmental dimensions of the servicescapes model.

Accepted Answer

The three major components of the firm's

Question 10

Which of the following is NOT a major role of a service firm's physical evidence?

Accepted Answer

A) socializing employees and customers 
B) providing a means for differentiation 
C) providing a means for customer price comparisons 
D) facilitating the flow of the service delivery process 
E) packaging the service 
A) socializing employees and customers 
B) providing a means for differentiation 
C) providing a means for customer price comparisons 
D) facilitating the flow of the service delivery process 
E) packaging the service

Question 11

Consumer feelings of physical pleasure or discomfort are _____ responses.

Accepted Answer

A) physiological 
B) emotional 
C) cognitive 
D) psychic 
E) emotional and psychic 
A) physiological 
B) emotional 
C) cognitive 
D) psychic 
E) emotional and psychic

Question 12

List the stages of a servicescape development plan.

Accepted Answer

.Step 1: Physical Environmenta

Question 13

All of the following are components of a service firm's physical evidence except:

Accepted Answer

A) exterior design. 
B) landscaping. 
C) firm brochures. 
D) signage. 
E) employee skill set. 
A) exterior design. 
B) landscaping. 
C) firm brochures. 
D) signage. 
E) employee skill set.

Question 14

Which of the following statements pertaining to colors is false?

Accepted Answer

A) Hues are the actual colors such as red,blue,or yellow. 
B) Warm colors are perceived as aloof or formal. 
C) Children appear to favor brighter colors. 
D) Adults tend to favor softer tones. 
E) Dark colors make large empty spaces look smaller. 
A) Hues are the actual colors such as red,blue,or yellow. 
B) Warm colors are perceived as aloof or formal. 
C) Children appear to favor brighter colors. 
D) Adults tend to favor softer tones. 
E) Dark colors make large empty spaces look smaller.

Question 15

In a(n) ____ environment,the service employees are physically present while customers are involved in the service production process at an arm's length.

Accepted Answer

A) self-service 
B) vertical service 
C) remote service 
D) saleable service 
E) interpersonal service 
A) self-service 
B) vertical service 
C) remote service 
D) saleable service 
E) interpersonal service

Question 16

How does the appearance of personnel impact how consumers perceive that the firm will handle the service aspects of its business?

Accepted Answer

Numerous studies have shown th

Question 17

Which of the following is NOT a component of a service firm's physical evidence?

Accepted Answer

A) parking 
B) employee appearance 
C) billing statements 
D) business equipment 
E) customer satisfaction 
A) parking 
B) employee appearance 
C) billing statements 
D) business equipment 
E) customer satisfaction

Question 18

When developing servicescapes,firms recognize that their physical environment will affect employees and customers.This is due primarily to:

Accepted Answer

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

Question 19

Consumers who seek convenience over price and personal attention are:

Accepted Answer

A) economic customers 
B) personalized customers 
C) apathetic customers 
D) ethical customers 
E) elastic customers 
A) economic customers 
B) personalized customers 
C) apathetic customers 
D) ethical customers 
E) elastic customers

Question 20

Which of the following is an example of an avoidance behavior?

Accepted Answer

A) spending money 
B) interacting with employees 
C) browsing 
D) ignoring service providers 
E) all of these 
A) spending money 
B) interacting with employees 
C) browsing 
D) ignoring service providers 
E) all of these

Consumer moods and attitudes are types of:

Discuss the design considerations of the servicescape for remote,self-service,and interpersonal services.

The component of the SOR model that describes the recipient of the set of stimuli in the service encounter is:

Sam enters a new restaurant and finds it dimly lit and nicely furnished with soft music playing in the background.He immediately lowers his voice to a hush and uses his best table manners.This is an example of the cognitive response of:

____ are favored when the customer needs to take time to make high-involvement decisions.

Which of the following statements regarding background music in a restaurant were found to be true?

Discuss how a service firm's physical evidence facilitates the flow of the service delivery process.

Which of the following is NOT an example of an ambient condition in a retail environment?

Discuss the physical environmental dimensions of the servicescapes model.

Which of the following is NOT a major role of a service firm's physical evidence?

Consumer feelings of physical pleasure or discomfort are _____ responses.

List the stages of a servicescape development plan.

All of the following are components of a service firm's physical evidence except:

Which of the following statements pertaining to colors is false?

In a(n) ____ environment,the service employees are physically present while customers are involved in the service production process at an arm's length.

How does the appearance of personnel impact how consumers perceive that the firm will handle the service aspects of its business?

Which of the following is NOT a component of a service firm's physical evidence?

When developing servicescapes,firms recognize that their physical environment will affect employees and customers.This is due primarily to:

Consumers who seek convenience over price and personal attention are:

Which of the following is an example of an avoidance behavior?

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

Consumer moods and attitudes are types of:

Discuss the design considerations of the servicescape for remote,self-service,and interpersonal services.

The component of the SOR model that describes the recipient of the set of stimuli in the service encounter is:

Sam enters a new restaurant and finds it dimly lit and nicely furnished with soft music playing in the background.He immediately lowers his voice to a hush and uses his best table manners.This is an example of the cognitive response of:

____ are favored when the customer needs to take time to make high-involvement decisions.

Which of the following statements regarding background music in a restaurant were found to be true?

Discuss how a service firm's physical evidence facilitates the flow of the service delivery process.

Which of the following is NOT an example of an ambient condition in a retail environment?

Discuss the physical environmental dimensions of the servicescapes model.

Which of the following is NOT a major role of a service firm's physical evidence?

Consumer feelings of physical pleasure or discomfort are _____ responses.

List the stages of a servicescape development plan.

All of the following are components of a service firm's physical evidence except:

Which of the following statements pertaining to colors is false?

In a(n) ____ environment,the service employees are physically present while customers are involved in the service production process at an arm's length.

How does the appearance of personnel impact how consumers perceive that the firm will handle the service aspects of its business?

Which of the following is NOT a component of a service firm's physical evidence?

When developing servicescapes,firms recognize that their physical environment will affect employees and customers.This is due primarily to:

Consumers who seek convenience over price and personal attention are:

Which of the following is an example of an avoidance behavior?

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