Exam 10: Crafting the service environment

Which of the following is NOT an important reason why the physical service environment is so important for service-based industries?

Using Russell's Model of Affect, a bank would most likely want its customers to feel:

Travellers arriving from overseas gain their first impression of the country from the ambient conditions they perceive.How could your airport's international terminal use colour to give a concept of the country they have just arrived in?

Which of the following is one of the design elements that could be categorised under 'general interior'?

Although blueprinting is a useful tool, in most areas it cannot be extended to include the physical evidence in the environment.

A move to symbolic rather than written signs is intended to create a visual language which can be understood by all languages and cultures.Select five of these signs and discuss how effective they are in terms of their message.

Responses to different conditions vary depending on the environment.In which of the following might a crowded environment be acceptable to the consumer?

In a US experiment, it was found that gamblers increased the spending by 45 per cent when the casino used a pleasant artificial smell.

In your opinion, is the layout and ambience of the service provider's premises over-rated? Justify your answer in terms of recent research.

Consumers' moods and buying patterns are influenced by a great number of variables.In your opinion, which of the variables that have been discussed is most easily manipulated by organisations?

Photo audits and field experiments are methods which can be used to determine the:

Go to a major shopping centre and analyse their approach to the servicescape in terms of Russell's Model of Affect.

_____ have to be seen _____, which means no one dimension of the design can be optimised in _____ because everything depends on everything else.

The Munsell (1996) system used in psychological research, defines three dimensions of colour which are:

Important inputs for designers of servicescapes include the use of feedback from frontline staff and a keen observation of customers' behaviour.

Which of the following is an ambient dimension within the Mary Jo Bitner (1992) servicescape model?

Music, colour and scent are all able to influence the ambience of the service environment and affect consumer behaviours.

The single most important factor when designing or redesigning servicescapes is:

It is true to say that people are an important part of the service environment.Which of the following would be unlikely to promote a positive image?

Mary Jo Bitner's servicescape model is a quick and simple way to assess the service environment.