Question 1

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 A

Question 2

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  False

Question 3

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

Accepted Answer

Several upstart boutique chains are building extravagant theaters and offering plush amenities, including lavishly decorated bars and restaurants and supervised playrooms for children.

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

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

Provide friendly warnings, kee

Question 7

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

Question 8

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 9

Servicescapes are never purely function.

Accepted Answer

A) True 
 B)False

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

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 12

Discuss how the servicescape at Disney World help script customer experiences.

Accepted Answer

Disney employs several physical design a

Question 13

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 14

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

Accepted Answer

The Dragon Air Lounge was located in Hon

Question 15

Describe the design flaws of the Jordan Sheraton Hotel.

Accepted Answer

The new Sheraton Hotel, located in Jorda

Question 16

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

Accepted Answer

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

Question 17

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

Which of the following fragrances would you use to relax and calm customers?

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 20

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

Accepted Answer

It shows that feelings or affe

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

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

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

Which of the following is an ambient condition?

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

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

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

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

Servicescapes are never purely function.

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

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?

Discuss how the servicescape at Disney World help script customer experiences.

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

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

Describe the design flaws of the Jordan Sheraton Hotel.

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

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

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

Which of the following fragrances would you use to relax and calm customers?

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 10: Crafting the Service Environment

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

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

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

Which of the following is an ambient condition?

According to the study by Mattila and Wirtz, putting scent and sound aspects of servicescapes at odds with each other actually enhances consumer impulse purchasing.

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

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

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

Servicescapes are never purely function.

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

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?

Discuss how the servicescape at Disney World help script customer experiences.

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

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

Describe the design flaws of the Jordan Sheraton Hotel.

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

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

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

Which of the following fragrances would you use to relax and calm customers?

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

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