Exam 5: Designing the Service Setting

Telespace is where services such as computer online services happen.

COMPLETION QUESTIONS Service Setting or Servicescape Frontstage Atmospherics Backstage E-servicescape Avoidance Approach -____________ environment is a setting that people find undesirable.

Why is it important to manage the tangible evidence of a service?

It is never a good idea for a service organization to move some of its backstage activities and equipment to the frontstage.

A service setting can play an important role in influencing the reality of a service to the customer.

Servicescape is another word for a service setting.

All of the following conditions are important concerns when designing a service setting EXCEPT

You are responsible for designing a web Describe the issues that you should address when developing an effective web

What is a servicescape,and how does it impact service delivery?

COMPLETION QUESTIONS Service Setting or Servicescape Frontstage Atmospherics Backstage E-servicescape Avoidance Approach -The __________ area of a service is always on display to customers.

COMPLETION QUESTIONS Service Setting or Servicescape Frontstage Atmospherics Backstage E-servicescape Avoidance Approach -____________ setting is any web site on the Internet;it incorporates all of the principles and concepts that apply to managing the tangible evidence of the physical environment of any service business.

During a recent meeting with top management,the service's physical environment was addressed.After addressing frontstage issues,the discussion turned to backstage issues.During the discussion of backstage issues,one manager was heard to mutter that such a discussion was a waste of time.How would you respond to this manager?

COMPLETION QUESTIONS Service Setting or Servicescape Frontstage Atmospherics Backstage E-servicescape Avoidance Approach -_____________ are the tangible clues (colors,sounds,scents,or aromas)of the service setting that help determine a service's reality.

What is often the most important tangible aspect of a service offering?

Recently,your company decided to open a new restaurant.You are asked for input into the design of the servicescape.Identify the key issues that should be addressed when designing the new restaurant's servicescape,and describe how each issue can impact the design of the servicescape.

Service marketers who use e-servicescapes need not be concerned about developing their web pages

You and a business partner wanted to open a service organization.As you and your partner were planning the service setting,your partner wanted to create a servicescape that would be all things to all people.How would you respond to your partner? Explain your answer.

Experimenting with a service setting is a good idea when

A customer may find the same service setting an approach environment in one circumstance and an avoidance environment in another.

When designing a servicescape,it is not necessary to consider the service setting as the service employee's home away from home.