Question 1

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

Accepted Answer

A)  Blue chairs in Canada 
B)  Black bags in London 
C)  Yellow cars in Switzerland 
D)  Green buses in Israel 
E)  Red buses in London 
A)  Blue chairs in Canada 
B)  Black bags in London 
C)  Yellow cars in Switzerland 
D)  Green buses in Israel 
E)  Red buses in London D

Question 2

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  True

Question 3

Which of the following is an ambient condition?

Accepted Answer

A)  Facility layout 
B)  Displays 
C)  Music 
D)  Location 
E)  Price 
A)  Facility layout 
B)  Displays 
C)  Music 
D)  Location 
E)  Price C

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Describe the design flaws of the airport lounge in a major Asian City.

Accepted Answer

The Dragon Air Lounge was located in Hon

Question 6

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.

Accepted Answer

A) True 
 B)False

Question 7

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 8

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

Accepted Answer

Provide friendly warnings, kee

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

Labels, giving direc

Question 12

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

Accepted Answer

The strategy is to p

Question 13

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 14

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 15

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 16

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

Accepted Answer

A)  more; affective; cognition 
B)  more; cognitive; affect 
C)  less; cognitive; services 
D)  less; affective; cognition 
E)  less; cognitive; affect 
A)  more; affective; cognition 
B)  more; cognitive; affect 
C)  less; cognitive; services 
D)  less; affective; cognition 
E)  less; cognitive; affect

Question 17

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 18

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

Accepted Answer

A)  centrality; dominance 
B)  pleasure; arousal 
C)  centrality; permanence 
D)  pleasure; regret 
E)  fullness; looseness 
A)  centrality; dominance 
B)  pleasure; arousal 
C)  centrality; permanence 
D)  pleasure; regret 
E)  fullness; looseness

Question 19

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 20

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

Accepted Answer

It shows that feelings or affe

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

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.

Which of the following is an ambient condition?

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

Describe the design flaws of the airport lounge in a major Asian City.

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.

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

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

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

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

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

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

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.

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

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?

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

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

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

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

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.

Which of the following is an ambient condition?

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

Describe the design flaws of the airport lounge in a major Asian City.

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.

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

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

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

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

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

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

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.

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

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?

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

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

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

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

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

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