Question 1

Which of the following is NOT a factor in designing a service environment?

Accepted Answer

A) It takes a lot of time. 
B) It takes a lot of money. 
C) It takes a lot of effort. 
D) It does not play a central role in the service experience. 
E) All of the above 
A) It takes a lot of time. 
B) It takes a lot of money. 
C) It takes a lot of effort. 
D) It does not play a central role in the service experience. 
E) All of the above

Question 2

How many dimensions does Russell's Model of Affect use to measure the emotional response to an environment?

Accepted Answer

A) 2 
B) 3 
C) 4 
D) 5 
E) None of the above 
A) 2 
B) 3 
C) 4 
D) 5 
E) None of the above

Question 3

Important models to help marketers better understand consumer response to service environments are:

Accepted Answer

A) Mehrabian-Russel Stimulus-Response model 
B) Russell's Model of Affect 
C) Mehrabian-Russel Model of Affect 
D) All of the above 
E) a and b 
A) Mehrabian-Russel Stimulus-Response model 
B) Russell's Model of Affect 
C) Mehrabian-Russel Model of Affect 
D) All of the above 
E) a and b

Question 4

How important are people in the service environment? Are they more or less useful in creating a positive environment for consumers than the physical and atmospheric conditions?

Accepted Answer

People are a critical component in the s

Question 5

The _____ of Russell's Model of Affect is its simplicity as it allows a direct ______ of how customers feel while they are in the ????______ environment.

Accepted Answer

A) weakness; assessment; service 
B) strength; explanation; service 
C) strength; assessment; commercial 
D) strength; assessment; service 
E) strength; explanation; commercial 
A) weakness; assessment; service 
B) strength; explanation; service 
C) strength; assessment; commercial 
D) strength; assessment; service 
E) strength; explanation; commercial

Question 6

If the store is too hot, not clean and has a bad smell there is a need for more care to be taken with ambient conditions.

Accepted Answer

A) True 
 B)False

Question 7

In a restaurant setting, the use of a fast up-beat music selection is most likely to ensure that customers stay for longer.

Accepted Answer

A) True 
 B)False

Question 8

If you ran a beauty salon and wanted to ensure your clients were relaxed and calm before and during their treatments, which of the following scents would you most likely use?

Accepted Answer

A) Eucalyptus 
B) Lemon 
C) Lavender 
D) Black pepper 
E) b and c only 
A) Eucalyptus 
B) Lemon 
C) Lavender 
D) Black pepper 
E) b and c only

Question 9

The music being played in shopping centres can be used to influence the purchasing behaviours of consumers.

Accepted Answer

A) True 
 B)False

Question 10

In terms of signs, symbols and artefacts in the servicescape, it is more important that they are designed to suit the venue than to be clearly understood.

Accepted Answer

A) True 
 B)False

Question 11

The correct spatial layout for a service environment will facilitate the need of both customers and employees.

Accepted Answer

A) True 
 B)False

Question 12

Once a service environment is designed and built it is still relatively easy to make change.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is one of the design elements that could be categorised under 'store layout'?

Accepted Answer

A) Grouping of merchandise 
B) Colour scheme 
C) Pictures and artwork 
D) Storefront 
E) Sounds and music 
A) Grouping of merchandise 
B) Colour scheme 
C) Pictures and artwork 
D) Storefront 
E) Sounds and music

Question 14

Alain d'Astous explored environmental design variables which irritated shoppers.Which of the following created a problem?

Accepted Answer

A) Unable to find what one needs 
B) Bad smell in the store 
C) Directions within the store are inadequate 
D) All of the above 
E) a and c 
A) Unable to find what one needs 
B) Bad smell in the store 
C) Directions within the store are inadequate 
D) All of the above 
E) a and c

Question 15

The statement 'Although individuals often perceive particular aspects or individual design features of an environment, it is the total configuration of all those design features that determines the consumer responses' would best be described as a:

Accepted Answer

A) holistic approach 
B) servicescape 
C) service environment 
D) spatial layout 
E) functionality 
A) holistic approach 
B) servicescape 
C) service environment 
D) spatial layout 
E) functionality

Which of the following is NOT a factor in designing a service environment?

How many dimensions does Russell's Model of Affect use to measure the emotional response to an environment?

Important models to help marketers better understand consumer response to service environments are:

How important are people in the service environment? Are they more or less useful in creating a positive environment for consumers than the physical and atmospheric conditions?

The _ of Russell's Model of Affect is its simplicity as it allows a direct of how customers feel while they are in the ????____ environment.

If the store is too hot, not clean and has a bad smell there is a need for more care to be taken with ambient conditions.

In a restaurant setting, the use of a fast up-beat music selection is most likely to ensure that customers stay for longer.

If you ran a beauty salon and wanted to ensure your clients were relaxed and calm before and during their treatments, which of the following scents would you most likely use?

The music being played in shopping centres can be used to influence the purchasing behaviours of consumers.

In terms of signs, symbols and artefacts in the servicescape, it is more important that they are designed to suit the venue than to be clearly understood.

The correct spatial layout for a service environment will facilitate the need of both customers and employees.

Once a service environment is designed and built it is still relatively easy to make change.

Which of the following is one of the design elements that could be categorised under 'store layout'?

Alain d'Astous explored environmental design variables which irritated shoppers.Which of the following created a problem?

The statement 'Although individuals often perceive particular aspects or individual design features of an environment, it is the total configuration of all those design features that determines the consumer responses' would best be described as a:

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

Which of the following is NOT a factor in designing a service environment?

How many dimensions does Russell's Model of Affect use to measure the emotional response to an environment?

Important models to help marketers better understand consumer response to service environments are:

How important are people in the service environment? Are they more or less useful in creating a positive environment for consumers than the physical and atmospheric conditions?

The _____ of Russell's Model of Affect is its simplicity as it allows a direct ______ of how customers feel while they are in the ????______ environment.

If the store is too hot, not clean and has a bad smell there is a need for more care to be taken with ambient conditions.

In a restaurant setting, the use of a fast up-beat music selection is most likely to ensure that customers stay for longer.

If you ran a beauty salon and wanted to ensure your clients were relaxed and calm before and during their treatments, which of the following scents would you most likely use?

The music being played in shopping centres can be used to influence the purchasing behaviours of consumers.

In terms of signs, symbols and artefacts in the servicescape, it is more important that they are designed to suit the venue than to be clearly understood.

The correct spatial layout for a service environment will facilitate the need of both customers and employees.

Once a service environment is designed and built it is still relatively easy to make change.

Which of the following is one of the design elements that could be categorised under 'store layout'?

Alain d'Astous explored environmental design variables which irritated shoppers.Which of the following created a problem?

The statement 'Although individuals often perceive particular aspects or individual design features of an environment, it is the total configuration of all those design features that determines the consumer responses' would best be described as a:

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

The _ of Russell's Model of Affect is its simplicity as it allows a direct of how customers feel while they are in the ????____ environment.