Question 1

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

Accepted Answer

Careful observation, feedback and ideas from frontline staff and customers, field experiments, and blueprinting.

Question 2

Service consumers use service environment as an important quality proxy.

Accepted Answer

A) True 
 B)False  True

Question 3

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

Spatial layout.

Question 4

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

Question 5

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 6

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 7

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 8

The ____________ complex an) ____________ 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 9

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 10

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 11

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

Accepted Answer

The strategy is to p

Question 12

Describe the design flaws of the Jordan Sheraton Hotel.

Accepted Answer

The new Sheraton Hotel, located in Jorda

Question 13

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

Accepted Answer

Designers must consider the total servic

Question 14

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

Accepted Answer

Labels, giving direc

Question 15

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

Question 16

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 17

Describe how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

Accepted Answer

The design of the building communicated

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

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 20

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

Accepted Answer

A) True 
 B)False

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

Service consumers use service environment as an important quality proxy.

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?

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

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.

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

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.

The complex an) process becomes, the more powerful is its potential impact on .

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

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

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

Describe the design flaws of the Jordan Sheraton Hotel.

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

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

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

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.

Describe how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

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

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

Exam 10: Crafting the Service Environment

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

Service consumers use service environment as an important quality proxy.

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?

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

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.

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

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.

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

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

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

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

Describe the design flaws of the Jordan Sheraton Hotel.

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

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

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

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.

Describe how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

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

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

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

The complex an) process becomes, the more powerful is its potential impact on .

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