Question 1

A spa environment should be designed with low arousal and high pleasantness.

Accepted Answer

A) True 
 B)False  True

Question 2

The two dimensions of Russell's model of affect are ____________ and ____________.

Accepted Answer

A) centrality; dominance 
B) pleasure; arousal 
C) centrality; permanence 
D) pleasure; regret 
E) fullness; looseness 
A) centrality; dominance 
B) pleasure; arousal 
C) centrality; permanence 
D) pleasure; regret 
E) fullness; looseness B

Question 3

Which of the following is NOT one of the dimensions of the service environment?

Accepted Answer

A) Exterior facilities 
B) General infrastructure 
C) Store layout 
D) Interior displays 
E) Location 
A) Exterior facilities 
B) General infrastructure 
C) Store layout 
D) Interior displays 
E) Location E

Question 4

Which of the following is an ambient condition?

Accepted Answer

A) Facility layout 
B) Displays 
C) Music 
D) Location 
E) Price 
A) Facility layout 
B) Displays 
C) Music 
D) Location 
E) Price

Question 5

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Accepted Answer

A) Arrangement of store items is always the same. 
B) No mirror in the dressing room. 
C) Unable to find what one needs. 
D) Directions within the store are inadequate. 
E) Store is too small. 
A) Arrangement of store items is always the same. 
B) No mirror in the dressing room. 
C) Unable to find what one needs. 
D) Directions within the store are inadequate. 
E) Store is too small.

Question 6

Describe what is meant by a holistic view of a service environment and provide examples.

Accepted Answer

Designers must consider the total servic

Question 7

The use of orange is commonly associated with its ability to encourage verbal expression.

Accepted Answer

A) True 
 B)False

Question 8

According to the Mehrabian-Russell Stimulus-Response Model, people avoid crowded environments because there of the number of people rather than being deterred by the unpleasant feeling of crowding, people being in the way, or lacking perceived control.

Accepted Answer

A) True 
 B)False

Question 9

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

Accepted Answer

A) service planes 
B) servicescapes 
C) service boxes 
D) servicetomies 
E) service vaults 
A) service planes 
B) servicescapes 
C) service boxes 
D) servicetomies 
E) service vaults

Question 10

According to Steve Broughton, the key to driving unwanted people away is ____________.

Accepted Answer

A) classical music 
B) laws 
C) direct recourse 
D) indirect recourse 
E) segmentation 
A) classical music 
B) laws 
C) direct recourse 
D) indirect recourse 
E) segmentation

Question 11

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

Accepted Answer

A) True 
 B)False

Question 12

Service consumers use service environment as an important quality proxy.

Accepted Answer

A) True 
 B)False

Question 13

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

Accepted Answer

A) True 
 B)False

Question 14

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

Accepted Answer

It shows that feelings or affe

Question 15

List the five guidelines for parking design described in the chapter.

Accepted Answer

Provide friendly warnings, kee

Question 16

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Accepted Answer

A) True 
 B)False

Question 17

Describe how movie theaters in the United States are responding to falling attendance.

Accepted Answer

Several upstart boutique chain

Question 18

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

Accepted Answer

A) Store is too small 
B) Store is not clean 
C) Too hot inside the store or the shopping center 
D) Music inside the store is too loud 
E) Bad smell in the store 
A) Store is too small 
B) Store is not clean 
C) Too hot inside the store or the shopping center 
D) Music inside the store is too loud 
E) Bad smell in the store

Question 19

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

Accepted Answer

A) True 
 B)False

Question 20

The Westin Hotels uses ______________ to ensure that people feel good in the environment.

Accepted Answer

A) scent 
B) color 
C) feng shui 
D) music 
E) spatial layout 
A) scent 
B) color 
C) feng shui 
D) music 
E) spatial layout

A spa environment should be designed with low arousal and high pleasantness.

The two dimensions of Russell's model of affect are and .

Which of the following is NOT one of the dimensions of the service environment?

Which of the following is an ambient condition?

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Describe what is meant by a holistic view of a service environment and provide examples.

The use of orange is commonly associated with its ability to encourage verbal expression.

According to the Mehrabian-Russell Stimulus-Response Model, people avoid crowded environments because there of the number of people rather than being deterred by the unpleasant feeling of crowding, people being in the way, or lacking perceived control.

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

According to Steve Broughton, the key to driving unwanted people away is ____________.

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

Service consumers use service environment as an important quality proxy.

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

List the five guidelines for parking design described in the chapter.

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Describe how movie theaters in the United States are responding to falling attendance.

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

The Westin Hotels uses ______________ to ensure that people feel good in the environment.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 10: Crafting the Service Environment

A spa environment should be designed with low arousal and high pleasantness.

The two dimensions of Russell's model of affect are ____________ and ____________.

Which of the following is NOT one of the dimensions of the service environment?

Which of the following is an ambient condition?

Of the following, which is NOT an environmental design condition that irritates shoppers according to Alain d'Astous?

Describe what is meant by a holistic view of a service environment and provide examples.

The use of orange is commonly associated with its ability to encourage verbal expression.

According to the Mehrabian-Russell Stimulus-Response Model, people avoid crowded environments because there of the number of people rather than being deterred by the unpleasant feeling of crowding, people being in the way, or lacking perceived control.

Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

According to Steve Broughton, the key to driving unwanted people away is ____________.

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

Service consumers use service environment as an important quality proxy.

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

What is the primary focus of the Mehrabian-Russell Stimulus-Response Model?

List the five guidelines for parking design described in the chapter.

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Describe how movie theaters in the United States are responding to falling attendance.

Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?

Facing competition from numerous casinos in other locations, Las Vegas has been trying to reposition itself away from being an adult destination to a somewhat more wholesome family fun resort.

The Westin Hotels uses ______________ to ensure that people feel good in the environment.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

The two dimensions of Russell's model of affect are and .