Exam 3: Setting the Scene for the Guest Experience

The architecture creates the ability of the guest to move through a narrative story and become immersed in fantasy.

The logical placement of restrooms in a hotel lobby or amusement park is part of functional congruence.

Two guests who have different cultural values and beliefs may respond differently to the same service environment.

Businesses that pay attention to environmental details show employees that they care about guest's satisfaction and service quality, but not necessarily their own employee satisfaction.

Theming is a way to add variety to the service environment.

An information-rich environment is preferable when guests need to make many decisions.

The most efficient signs in tourist destinations are in

A function of the service environment is to set and maintain the mood.

Theming expands the limits of what the organization can offer in terms of service, setting, and delivery system.

A velvet rope separating the line for VIP members from the regular line is an example of a(n)

Functional congruence in the environment refers to

Event planners often keep the temperature cool in large meeting spaces so that guests remain more awake and alert. What environmental component does this best demonstrate?

Self-service technology versus a service experience accompanied by a human requires more focus on spatial design clarity and layout.

The three response factors lead a guest to make one of two choices: approach or avoid.

Changing a hotel to simulate the experience a guest would have had in the 1920s could be considered theming

Excess random information will quickly overtax the capacity of the guest's mind to comprehend the environment, leading to frustration or confusion.

Which space layout did Walt Disney recommend to give guests a sense of orientation at all times and reduce the amount of walking?

Maintaining the guest mood is best done by maintaining the consistency between what the guest expects to see and what they actually see.

Which of the following best describes how the placement of facilities within a restaurant affects the character of the guest experience?

One importance of the service environment is that it influences guest expectations even before the service is delivered.