Question 1

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 2

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 3

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 4

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

Accepted Answer

Several upstart boutique chain

Question 5

The field of ____________ studies how people respond to specific environments.

Accepted Answer

A)  organizational behavior 
B)  marketing 
C)  environmental psychology 
D)  strategic management 
E)  financial management 
A)  organizational behavior 
B)  marketing 
C)  environmental psychology 
D)  strategic management 
E)  financial management

Which of the following is an ambient condition?

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.

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

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

The field of ____________ studies how people respond to specific environments.

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

Which of the following is an ambient condition?

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.

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

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

The field of ____________ studies how people respond to specific environments.

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