Question 1

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 E

Question 2

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

Accepted Answer

The strategy is to play classical music that is apparently painful to vandals' and loiterers' ears.

Question 3

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 D

Question 4

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 5

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

Accepted Answer

A) True 
 B)False

Question 6

According to Steve Broughton,the key to driving unwanted people away is ____________.

Accepted Answer

A) classical music 
B) laws 
C) direct recourse 
D) indirect recourse 
E) segmentation 
A) classical music 
B) laws 
C) direct recourse 
D) indirect recourse 
E) segmentation

Question 7

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 8

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 9

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

Accepted Answer

A) True 
 B)False

Question 10

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 11

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

Question 12

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 13

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 14

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

Accepted Answer

Provide friendly warnings,keep

Question 15

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 16

The ____________ complex a(n)____________ 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 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

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 19

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

Question 20

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

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

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

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

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.

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

According to Steve Broughton,the key to driving unwanted people away is ____________.

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

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

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

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

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

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

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

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

The complex a(n) process becomes,the more powerful is its potential impact on .

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

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

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

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

Exam 10: Crafting the Service Environment

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

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

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

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.

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

According to Steve Broughton,the key to driving unwanted people away is ____________.

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

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

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

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

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

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

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

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

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

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

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

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

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

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

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

The complex a(n) process becomes,the more powerful is its potential impact on .