Question 1

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

Accepted Answer

Provide friendly warnings, kee

Question 2

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 3

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 4

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

Accepted Answer

A) True 
 B)False

Question 5

Fast music environments have been shown to generate more revenue and get customers to spend longer amounts of time in an environment than slow music environments.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

The three stages are

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is the best example of problems created by inappropriate color usage?

Accepted Answer

A)  Blue chairs in Canada 
B)  Black bags in London 
C)  Yellow cars in Switzerland 
D)  Green buses in Israel 
E)  Red buses in London 
A)  Blue chairs in Canada 
B)  Black bags in London 
C)  Yellow cars in Switzerland 
D)  Green buses in Israel 
E)  Red buses in London

Question 9

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 10

Signs are frequently used to teach and reinforce behavioral rules in service settings.

Accepted Answer

A) True 
 B)False

Question 11

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 12

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 13

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

Accepted Answer

A) True 
 B)False

Question 14

According to Adrian North, the key to driving unwanted people away is ____________.

Accepted Answer

A)  unfamiliarity 
B)  laws 
C)  direct recourse 
D)  indirect recourse 
E)  segmentation 
A)  unfamiliarity 
B)  laws 
C)  direct recourse 
D)  indirect recourse 
E)  segmentation

Question 15

The Hong Kong Tourism Board used ______________ to create harmony among elements and 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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

What are the three important ways in which the service environment and its accompanying atmosphere impact buyer behavior?

Accepted Answer

As a message-creatin

Question 18

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

Accepted Answer

It shows that feelings or affe

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

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

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

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

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

Fast music environments have been shown to generate more revenue and get customers to spend longer amounts of time in an environment than slow music environments.

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

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

Which of the following is the best example of problems created by inappropriate color usage?

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

Signs are frequently used to teach and reinforce behavioral rules in service settings.

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

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

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

According to Adrian North, the key to driving unwanted people away is ____________.

The Hong Kong Tourism Board used ______________ to create harmony among elements and ensure that people feel good in the environment.

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

What are the three important ways in which the service environment and its accompanying atmosphere impact buyer behavior?

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

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

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

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 five guidelines for parking design described in the chapter.

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

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

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

Fast music environments have been shown to generate more revenue and get customers to spend longer amounts of time in an environment than slow music environments.

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

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

Which of the following is the best example of problems created by inappropriate color usage?

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

Signs are frequently used to teach and reinforce behavioral rules in service settings.

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

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

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

According to Adrian North, the key to driving unwanted people away is ____________.

The Hong Kong Tourism Board used ______________ to create harmony among elements and ensure that people feel good in the environment.

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

What are the three important ways in which the service environment and its accompanying atmosphere impact buyer behavior?

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

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

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

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

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