Question 1

The term ____________, used by Dennis Nickson and his colleagues, would most apply to sales associates at Victoria's Secret or Calvin Klein.

Accepted Answer

A) restricted labor 
B) value-added labor 
C) functional labor 
D) aesthetic labor 
E) synergistic labor 
A) restricted labor 
B) value-added labor 
C) functional labor 
D) aesthetic labor 
E) synergistic labor

Question 2

Finnair uses _________at different stages of long-haul flight.

Accepted Answer

A) scent 
B) color 
C) music 
D) light 
E) All of the above 
A) scent 
B) color 
C) music 
D) light 
E) All of the above

Question 3

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

Accepted Answer

A) True 
 B)False

Question 4

In environmental psychology the typical outcome variable is ____________ or ____________ of an environment.

Accepted Answer

A) service; repurchase 
B) control; reproach 
C) control; avoidance 
D) control; sensibility 
E) approach; avoidance 
A) service; repurchase 
B) control; reproach 
C) control; avoidance 
D) control; sensibility 
E) approach; avoidance

Question 5

Describe the design flaws of the new airport lounge in a major Asian city.

Accepted Answer

At the new airport lounge, a series of c

Question 6

List the four key things that signs can be used for in a servicescape.

Accepted Answer

Labels, giving direc

Question 7

If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the "distressed" region of Russell's model.

Accepted Answer

A) pleasant; arousal 
B) pleasant; excitement 
C) pleasant; relaxation 
D) unpleasant; arousal 
E) unpleasant; excitement 
A) pleasant; arousal 
B) pleasant; excitement 
C) pleasant; relaxation 
D) unpleasant; arousal 
E) unpleasant; excitement

Question 8

Staff acting as Cinderella or the seven dwarfs at Disney theme parks are part of the service environment.

Accepted Answer

A) True 
 B)False

Question 9

Describe the challenge inherent in using signs, symbols, and artifacts in a servicescape and discuss when this task is particularly important.

Accepted Answer

The challenge for servicescape designers

Question 10

Ambient conditions refer to those characteristics of the environment pertaining to our five senses.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not a core purpose of service environment?

Accepted Answer

A) Shape customer behavior 
B) Signal quality and to position, differentiate, and strengthen the brand 
C) Increase customer satisfaction 
D) Be a core component in value proposition 
E) Facilitate the service encounter 
A) Shape customer behavior 
B) Signal quality and to position, differentiate, and strengthen the brand 
C) Increase customer satisfaction 
D) Be a core component in value proposition 
E) Facilitate the service encounter

Question 12

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

Accepted Answer

A) True 
 B)False

Question 13

List the four tools that managers can use to guide their design of the service process.

Accepted Answer

Careful observation, feedback

Question 14

Discuss how the United Kingdom uses music to discourage jaycustomers in the subway system.

Accepted Answer

The strategy is to p

Question 15

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Accepted Answer

The answer of A community center that designs classrooms in...

Question 16

Describe one of the two examples from the book that show a link between scent and increased spending.

Accepted Answer

Gamblers put more quarters in slot machi

Question 17

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Accepted Answer

The three stages are

Question 18

Which of the following fragrances would you use to boost energy levels and help make customers feel happy and rejuvenated?

Accepted Answer

A) Lemon 
B) Black pepper 
C) Lavender 
D) Eucalyptus 
E) Rose 
A) Lemon 
B) Black pepper 
C) Lavender 
D) Eucalyptus 
E) Rose

Question 19

The ____________ complex a(n) ____________ process becomes, the more powerful is its potential impact on ____________.

Accepted Answer

A) more; affective; cognition 
B) more; cognitive; affect 
C) less; cognitive; services 
D) less; affective; cognition 
E) less; cognitive; affect 
A) more; affective; cognition 
B) more; cognitive; affect 
C) less; cognitive; services 
D) less; affective; cognition 
E) less; cognitive; affect

Question 20

Servicescapes help to shape the desired feelings and reactions in customers and employees.

Accepted Answer

A) True 
 B)False

The term ____________, used by Dennis Nickson and his colleagues, would most apply to sales associates at Victoria's Secret or Calvin Klein.

Finnair uses _________at different stages of long-haul flight.

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

In environmental psychology the typical outcome variable is or of an environment.

Describe the design flaws of the new airport lounge in a major Asian city.

List the four key things that signs can be used for in a servicescape.

If a service environment is inherently , one should avoid increasing levels, as this would move customers into the "distressed" region of Russell's model.

Staff acting as Cinderella or the seven dwarfs at Disney theme parks are part of the service environment.

Describe the challenge inherent in using signs, symbols, and artifacts in a servicescape and discuss when this task is particularly important.

Ambient conditions refer to those characteristics of the environment pertaining to our five senses.

Which of the following is not a core purpose of service environment?

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

List the four tools that managers can use to guide their design of the service process.

Discuss how the United Kingdom uses music to discourage jaycustomers in the subway system.

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Describe one of the two examples from the book that show a link between scent and increased spending.

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Which of the following fragrances would you use to boost energy levels and help make customers feel happy and rejuvenated?

The complex a(n) process becomes, the more powerful is its potential impact on .

Servicescapes help to shape the desired feelings and reactions in customers and employees.

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

The term ____________, used by Dennis Nickson and his colleagues, would most apply to sales associates at Victoria's Secret or Calvin Klein.

Finnair uses _________at different stages of long-haul flight.

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

In environmental psychology the typical outcome variable is ____________ or ____________ of an environment.

Describe the design flaws of the new airport lounge in a major Asian city.

List the four key things that signs can be used for in a servicescape.

If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the "distressed" region of Russell's model.

Staff acting as Cinderella or the seven dwarfs at Disney theme parks are part of the service environment.

Describe the challenge inherent in using signs, symbols, and artifacts in a servicescape and discuss when this task is particularly important.

Ambient conditions refer to those characteristics of the environment pertaining to our five senses.

Which of the following is not a core purpose of service environment?

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

List the four tools that managers can use to guide their design of the service process.

Discuss how the United Kingdom uses music to discourage jaycustomers in the subway system.

A community center that designs classrooms in a U-shaped manner to facilitate bringing people together is considering which aspect of crafting the service environment?

Describe one of the two examples from the book that show a link between scent and increased spending.

What are the three stages of the Mehrabian-Russell Stimulus-Response Model?

Which of the following fragrances would you use to boost energy levels and help make customers feel happy and rejuvenated?

The ____________ complex a(n) ____________ process becomes, the more powerful is its potential impact on ____________.

Servicescapes help to shape the desired feelings and reactions in customers and employees.

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

In environmental psychology the typical outcome variable is or of an environment.

If a service environment is inherently , one should avoid increasing levels, as this would move customers into the "distressed" region of Russell's model.

The complex a(n) process becomes, the more powerful is its potential impact on .