Exam 10: Crafting the Service Environment

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

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

According to the Mehrabian-Russell Stimulus-Response Model, people avoid crowded environments because of the number of people rather than being deterred by the unpleasant feeling of crowding, people being in the way, or lacking perceived control.

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.

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.