Question 1

The use of scent and colour can result in different levels of arousal within the servicescape.An important factor to consider when using this combination is:

Accepted Answer

A) that it is often a good idea to mix high arousal music with low arousal scent 
B) that high arousal scent can be combined with low arousal music effectively 
C) that the level of arousals of both music and scent should be the same 
D) all of the above 
E) b and c only 
A) that it is often a good idea to mix high arousal music with low arousal scent 
B) that high arousal scent can be combined with low arousal music effectively 
C) that the level of arousals of both music and scent should be the same 
D) all of the above 
E) b and c only C

Question 2

The holistic characteristics of an environment mean that professional designers of service environments tend to:

Accepted Answer

A) focus on the general ambience 
B) specialise in a particular type of servicescape 
C) adapt to any given servicescape 
D) concentrate on the similarities between servicescapes 
E) all of the above 
A) focus on the general ambience 
B) specialise in a particular type of servicescape 
C) adapt to any given servicescape 
D) concentrate on the similarities between servicescapes 
E) all of the above B

Question 3

Which of the following is NOT a way of enhancing the value proposition through the use of the servicescape of the Gold Class cinema?

Accepted Answer

A) Leather upholstered seat 
B) Serving wine 
C) Serving meals 
D) Ensuring most recent film releases 
E) Having waiters 
A) Leather upholstered seat 
B) Serving wine 
C) Serving meals 
D) Ensuring most recent film releases 
E) Having waiters D

Question 4

The vast majority of people's service encounters are routine day-to-day events.

Accepted Answer

A) True 
 B)False

Question 5

The design of a servicescape involves all aspects, which is referred to as a 'holistic approach'.

Accepted Answer

A) True 
 B)False

Question 6

A group of general practitioners (GPs) has decided to work together and have located premises in a shopping centre.What design elements would you select for the physical environment?

Accepted Answer

When designing the physical environment

Question 7

Is the servicescape model a practical and useful tool for designing effective service environments or just what it claims to be, a 'model', and of little practical use? Justify your answer.

Accepted Answer

The servicescape model is indeed a pract

Question 8

Which of the following is NOT a sign, symbol or artefact that would be a useful addition to a store car park?

Accepted Answer

A) Safety lighting 
B) Parent parking 
C) Car detailing 
D) Fresh painting 
E) Disabled parking 
A) Safety lighting 
B) Parent parking 
C) Car detailing 
D) Fresh painting 
E) Disabled parking

Question 9

Cold colours tend to heighten anxiety and raise the boredom factor in servicescapes.

Accepted Answer

A) True 
 B)False

Question 10

Colour schemes for stores such as Tiffany's, in which consumers are making a high-involvement purchase and need time to make a decision, are best suited to cool colours.

Accepted Answer

A) True 
 B)False

Question 11

Using the same shopping centre as above and working in a group, have one person take each of the potential ambient conditions and analyse the affect that has been achieved.

Accepted Answer

The potential ambient conditions in a sh

Question 12

Architectural style, colour, and exterior walls and exterior signs are all part of the exterior facilities design element.

Accepted Answer

A) True 
 B)False

Question 13

_______ conditions refer to those characteristics of the _______ that pertain to your five ____.

Accepted Answer

A) Servicescape; environment; senses 
B) Ambient; experience; senses 
C) Ambient; environment; senses 
D) Servicescape; experience; senses 
E) Virtual; environment; senses 
A) Servicescape; environment; senses 
B) Ambient; experience; senses 
C) Ambient; environment; senses 
D) Servicescape; experience; senses 
E) Virtual; environment; senses

Question 14

In service settings, research has shown that scents can have a strong impact on customer ______, _____ and _____.

Accepted Answer

A) perceptions; affective responses; post-purchase behaviours 
B) purposes; attitudes; evaluative responses 
C) mood; evaluative responses; in-store behaviours 
D) purposes; attitudes; in-store behaviours 
E) mood; purposes; in-store behaviours 
A) perceptions; affective responses; post-purchase behaviours 
B) purposes; attitudes; evaluative responses 
C) mood; evaluative responses; in-store behaviours 
D) purposes; attitudes; in-store behaviours 
E) mood; purposes; in-store behaviours

Question 15

The London underground has found that the use of classical music at its stations will discourage vandalism and loitering.

Accepted Answer

A) True 
 B)False

Question 16

One of the more unusual ways in which music has been deployed within the servicescape is to:

Accepted Answer

A) deter unwanted customers 
B) shorten perceived waiting time 
C) decrease stress levels 
D) enhance perception of service personnel 
E) none of the above 
A) deter unwanted customers 
B) shorten perceived waiting time 
C) decrease stress levels 
D) enhance perception of service personnel 
E) none of the above

Question 17

If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the 'distressed' region of Russell's Model of Affect.

Accepted Answer

A) pleasant; arousal 
B) pleasant; excitement 
C) pleasant; relaxation 
D) unpleasant; arousal 
E) unpleasant; excitement 
A) pleasant; arousal 
B) pleasant; excitement 
C) pleasant; relaxation 
D) unpleasant; arousal 
E) unpleasant; excitement

Question 18

The two key functions, in addition to ambient conditions, which influence the service environment are:

Accepted Answer

A) signs and symbol and spatial layout 
B) artefacts and signs and symbol 
C) artefacts and spatial layout 
D) functionality signs and symbol 
E) functionality and spatial layout 
A) signs and symbol and spatial layout 
B) artefacts and signs and symbol 
C) artefacts and spatial layout 
D) functionality signs and symbol 
E) functionality and spatial layout

Question 19

The strength of Russell's Model of Affect is that it allows a direct assessment of how consumers feel while in the service environment.

Accepted Answer

A) True 
 B)False

Question 20

Photo audit is a method of asking _____ (or ____ shoppers) to take photographs of their service ______.

Accepted Answer

A) customers; mystery; experience 
B) customers; frequent; experience 
C) staff; mystery; experience 
D) customers; mystery; encounter 
E) customers; frequent; encounter 
A) customers; mystery; experience 
B) customers; frequent; experience 
C) staff; mystery; experience 
D) customers; mystery; encounter 
E) customers; frequent; encounter

The use of scent and colour can result in different levels of arousal within the servicescape.An important factor to consider when using this combination is:

The holistic characteristics of an environment mean that professional designers of service environments tend to:

Which of the following is NOT a way of enhancing the value proposition through the use of the servicescape of the Gold Class cinema?

The vast majority of people's service encounters are routine day-to-day events.

The design of a servicescape involves all aspects, which is referred to as a 'holistic approach'.

A group of general practitioners (GPs) has decided to work together and have located premises in a shopping centre.What design elements would you select for the physical environment?

Is the servicescape model a practical and useful tool for designing effective service environments or just what it claims to be, a 'model', and of little practical use? Justify your answer.

Which of the following is NOT a sign, symbol or artefact that would be a useful addition to a store car park?

Cold colours tend to heighten anxiety and raise the boredom factor in servicescapes.

Colour schemes for stores such as Tiffany's, in which consumers are making a high-involvement purchase and need time to make a decision, are best suited to cool colours.

Using the same shopping centre as above and working in a group, have one person take each of the potential ambient conditions and analyse the affect that has been achieved.

Architectural style, colour, and exterior walls and exterior signs are all part of the exterior facilities design element.

___ conditions refer to those characteristics of the _ that pertain to your five __.

In service settings, research has shown that scents can have a strong impact on customer ____, _ and ___.

The London underground has found that the use of classical music at its stations will discourage vandalism and loitering.

One of the more unusual ways in which music has been deployed within the servicescape is to:

If a service environment is inherently , one should avoid increasing levels, as this would move customers into the 'distressed' region of Russell's Model of Affect.

The two key functions, in addition to ambient conditions, which influence the service environment are:

The strength of Russell's Model of Affect is that it allows a direct assessment of how consumers feel while in the service environment.

Photo audit is a method of asking _ (or shoppers) to take photographs of their service __.

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 10: Crafting the service environment

The use of scent and colour can result in different levels of arousal within the servicescape.An important factor to consider when using this combination is:

The holistic characteristics of an environment mean that professional designers of service environments tend to:

Which of the following is NOT a way of enhancing the value proposition through the use of the servicescape of the Gold Class cinema?

The vast majority of people's service encounters are routine day-to-day events.

The design of a servicescape involves all aspects, which is referred to as a 'holistic approach'.

A group of general practitioners (GPs) has decided to work together and have located premises in a shopping centre.What design elements would you select for the physical environment?

Is the servicescape model a practical and useful tool for designing effective service environments or just what it claims to be, a 'model', and of little practical use? Justify your answer.

Which of the following is NOT a sign, symbol or artefact that would be a useful addition to a store car park?

Cold colours tend to heighten anxiety and raise the boredom factor in servicescapes.

Colour schemes for stores such as Tiffany's, in which consumers are making a high-involvement purchase and need time to make a decision, are best suited to cool colours.

Using the same shopping centre as above and working in a group, have one person take each of the potential ambient conditions and analyse the affect that has been achieved.

Architectural style, colour, and exterior walls and exterior signs are all part of the exterior facilities design element.

_______ conditions refer to those characteristics of the _______ that pertain to your five ____.

In service settings, research has shown that scents can have a strong impact on customer ______, _____ and _____.

The London underground has found that the use of classical music at its stations will discourage vandalism and loitering.

One of the more unusual ways in which music has been deployed within the servicescape is to:

If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the 'distressed' region of Russell's Model of Affect.

The two key functions, in addition to ambient conditions, which influence the service environment are:

The strength of Russell's Model of Affect is that it allows a direct assessment of how consumers feel while in the service environment.

Photo audit is a method of asking _____ (or ____ shoppers) to take photographs of their service ______.

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

___ conditions refer to those characteristics of the _ that pertain to your five __.

In service settings, research has shown that scents can have a strong impact on customer ____, _ and ___.

If a service environment is inherently , one should avoid increasing levels, as this would move customers into the 'distressed' region of Russell's Model of Affect.

Photo audit is a method of asking _ (or shoppers) to take photographs of their service __.