Exam 3: Setting the Scene for the Guest Experience

According to the environmental model in the chapter, guests respond to environmental cues in one of two ways:

Hospitality organizations have used the concept of theming to

Every aspect of the service environment should be managed; nothing should be left to chance.

All guests dislike crowds, so the servicescape must be designed to prevent crowding.

Disney's DECS is a system that controls and times each float's lights and sounds with hidden amplifiers to ensure each guests enjoys the same light and sounds show as others along the parade route?

One way to help guests cope with information overload is to use cues like smells or sounds that recall memories for them to respond appropriately to a service setting.

A lean environment works best in situations when guests

Which of the following would NOT be considered an entertainment restaurant?

The attire of the hospitality organization's employees is part of the environment.

The space layout of chairs and tables in a casual-dining restaurant is typically similar to the layout of chairs and tables in a fine-dining restaurant.

What are the three factors of a guest's response to a service setting?

Functional congruence refers to

Temperature, humidity, air quality, smells, sounds, and light are all ambient conditions in the service environment.

The human brain can only process around seven pieces of random information at a given time.

Functional congruence refers to how well something with an environmental purpose fits into the service setting.

A plaque at a hotel front desk that reads "This line is for VIP members only" is an example of a(n)

An organization that attempts to increase the revenue-producing space within which it provides guest experience at the expense of essential but non-revenue producing space will most likely

A rich environment is best for guests who are ______ with the environment and need to make ______ decisions.

Even if people perceive a given servicescape similarly, they may have different reactions to it.

Bare tables, cheap flatware, and placemats are a cue that the food service is likely simple and the food is of average or below average quality.