Question 1

Describe the design flaws of the Jordan Sheraton Hotel.

Accepted Answer

The new Sheraton Hotel,located in Jordan

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 how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

Accepted Answer

The design of the building communicated

Question 4

The use of orange is commonly associated with its ability to encourage verbal expression.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

The three stages are

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

At the new airport lounge,a series of co

Question 9

The Westin Hotels uses ______________ to 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 10

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

Question 11

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

Accepted Answer

It shows that feelings or affe

Question 12

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 13

Describe what is meant by an holistic view of a service environment and provide examples.

Accepted Answer

Designers must consider the total servic

Question 14

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 15

List the four tools that managers can use to guide their design of the service process.

Accepted Answer

Careful observation,feedback a

Question 16

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 17

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

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

Several upstart boutique chain

Question 20

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.

Accepted Answer

A) True 
 B)False

Describe the design flaws of the Jordan Sheraton Hotel.

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 how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

The use of orange is commonly associated with its ability to encourage verbal expression.

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

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

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

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

The Westin Hotels uses ______________ to ensure that people feel good in the environment.

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

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

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.

Describe what is meant by an holistic view of a service environment and provide examples.

Which of the following is an ambient condition?

List the four tools that managers can use to guide their design of the service process.

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

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

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

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

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.

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

Describe the design flaws of the Jordan Sheraton Hotel.

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 how Spain's Guggenheim Museum in Bilbao designs its servicescape to attract visitors.

The use of orange is commonly associated with its ability to encourage verbal expression.

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

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

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

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

The Westin Hotels uses ______________ to ensure that people feel good in the environment.

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

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

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.

Describe what is meant by an holistic view of a service environment and provide examples.

Which of the following is an ambient condition?

List the four tools that managers can use to guide their design of the service process.

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

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

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

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

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.

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

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