Deck 3: Setting the Scene for the Guest Experience

Question 1

The effect of the service environment on the hospitality employees is of small importance, because they become so accustomed to it.

Answer 1

False

Question 2

A function of the service environment is to set and maintain the mood.

Answer 2

True

Question 3

Every guest responds differently to the servicescape.

Answer 3

True

Question 4

The service setting should be designed to assure guests they are safe and secure within it.

Question 5

Hospitality settings should be designed to ensure smooth flow for only the guests.

Question 6

Signs always convey their messages through the use of symbols.

Question 7

Functional congruence refers to how well something with an environmental purpose fits into the service setting.

Question 8

The architecture creates the ability of the guest to move through a narrative story and become immersed in fantasy.

Question 9

All guests dislike crowds, so the servicescape must be designed to prevent crowding.

Question 10

Excess random information will quickly overtax the capacity of the guest's mind to comprehend the environment, leading to frustration or confusion.

Question 11

The three response factors lead a guest to make one of two choices: approach or avoid.

Question 12

One importance of the service environment is that it influences guest expectations even before the service is delivered.

Question 13

The space layout of chairs and tables in a casual-dining restaurant is typically similar to the layout of chairs and tables in a fine-dining restaurant.

Question 14

Theming expands the limits of what the organization can offer in terms of service, setting, and delivery system.

Question 15

The human brain can only process around seven pieces of random information at a given time.

Question 16

Theming is a way to add variety to the service environment.

Question 17

Other people are part of the servicescape.

Question 18

Temperature, humidity, air quality, smells, sounds, and light are all ambient conditions in the service environment.

Question 19

Even if people perceive a given servicescape similarly, they may have different reactions to it.

Question 20

Self-service technology versus a service experience accompanied by a human requires more focus on spatial design clarity and layout.

Question 21

Many companies use themes to create a feeling that guests are in an alternate place and time.

Question 22

Bare tables, cheap flatware, and placemats are a cue that the food service is likely simple and the food is of average or below average quality.

Question 23

The most efficient signs in tourist destinations are in

A) symbols
B) English
C) multiple Languages
D) the native language of the destination

Question 24

To maintain the fantasy illusion in a themed service setting,

A) The experience must be controlled and focused.
B) The guests should be allowed to see whatever they want.
C) The guest flow should not be designed.
D) Any outside environmental factors can be introduced.

Question 25

People associate "clean and orderly" with

A) "inexpensive and dull"
B) "safe and high in quality"
C) "exciting and thrill inducing"
D) "fun and poor in quality"

Question 26

Maintaining the guest mood is best done by maintaining the consistency between what the guest expects to see and what they actually see.

Question 27

An information-rich environment is preferable when guests need to make many decisions.

Question 28

An organization that attempts to increase the revenue-producing space within which it provides guest experience at the expense of essential but non-revenue producing space will most likely

A) have a memorable service setting, but unreliable delivery system
B) have a dull service setting, but excellent delivery system
C) maximize its per capita revenue
D) be top rated in customer service

Question 29

One way to help guests cope with information overload is to use cues like smells or sounds that recall memories for them to respond appropriately to a service setting.

Question 30

Disney's DECS is a system that controls and times each float's lights and sounds with hidden amplifiers to ensure each guests enjoys the same light and sounds show as others along the parade route?

Question 31

Businesses that pay attention to environmental details show employees that they care about guest's satisfaction and service quality, but not necessarily their own employee satisfaction.

Question 32

One of the easiest ways to assess how the environment influences the guest expectations is the rest room test, which shows how much cleanliness is made a priority.

Question 33

The logical placement of restrooms in a hotel lobby or amusement park is part of functional congruence.

Question 34

Seeing other guests enjoying their meals enhances a guest's dining experience since happiness and satisfaction are contagious.

Question 35

Signs must be

A) ubiquitous
B) located in obvious places
C) in clear, simple English
D) complex

Question 36

With increased level of service comes an expectation of an increased level of service setting.

Question 37

Two guests who have different cultural values and beliefs may respond differently to the same service environment.

Question 38

Changing a hotel to simulate the experience a guest would have had in the 1920s could be considered theming

Question 39

Every aspect of the service environment should be managed; nothing should be left to chance.

Question 40

The attire of the hospitality organization's employees is part of the environment.

Question 41

Which of the following best describes how the placement of facilities within a restaurant affects the character of the guest experience?

A) Guests at a fine-dining restaurant need at least four feet of space between tables, while casual-dining guests accept two or three feet of space.
B) Tables at a fine-dining restaurant must be at least four feet in diameter, while casual-dining tables can be smaller.
C) All tables at a fine-dining restaurant must have access to natural light from the windows.
D) The kitchen is always hidden from view in a casual-dining restaurant, while open kitchens are more common in fine-dining restaurants.

Question 42

A guest arriving in a ______ mood will be most influenced by environmental cues.

A) good
B) bad
C) neutral
D) excited

Question 43

"Whn readng sentences, what we expct to read infuences what we thnk the wrds say." Our ability to read the previous sentence despite the missing letters demonstrates

A) cognitive response informed by past experience
B) physiological response provoked by mental cues
C) emotional response informed by broken patterns
D) expectations

Question 44

Event planners often keep the temperature cool in large meeting spaces so that guests remain more awake and alert. What environmental component does this best demonstrate?

A) use of space
B) signs, symbols, and artifacts
C) functional congruence
D) ambient conditions

Question 45

Which of the following environmental features does not contribute to the guest's feeling of safety?

A) tall hedges
B) security guards
C) well-lit parking lots
D) employees who make eye contact

Question 46

Functional congruence in the environment refers to

A) how well something with a functional purpose fits in the environment in which it serves that purpose
B) other people in the environment and the congruent function they perform
C) tre r functional purpose conveysm view in a casual dining restaurant, while open kitchens are more common in fine dining restaurhe proportion of style over substance for a given environmental component
D) how well service functions work together

Question 47

Which space layout did Walt Disney recommend to give guests a sense of orientation at all times and reduce the amount of walking?

A) a circular path with the entrance and exit at opposite sides
B) a straight line between one entrance and one exit
C) a square with entrances and exits in each corner and diagonal paths
D) a single entrance leading to a central hub

Question 48

"Rich and lean" pertains to which aspect of the environment?

A) visual elements
B) all five sensory elements
C) the amount of information
D) staffing levels

Question 49

A velvet rope separating the line for VIP members from the regular line is an example of a(n)

A) Sign
B) Symbol
C) Artifact
D) use of space

Question 50

Hospitality organizations have used the concept of theming to

A) reduce the cost of constructing the hospitality environment
B) add value to the guest experience and enhance it
C) entertain the employees so that they work harder
D) implement an effective, low-cost price strategy

Question 51

What are the three factors of a guest's response to a service setting?

A) physical, mental, emotional
B) physical, cognitive, emotional
C) physiological, mental, emotional
D) physiological, cognitive, emotional

Question 52

A guest's emotional responses have which two elements of interest to hospitality organizations?

A) impact on perception; impact on satisfaction
B) impact on per capita spend; impact on repeat business
C) degree of nostalgia; degree of loyalty
D) degree of arousal; degree of pleasure

Question 53

A lean environment works best in situations when guests

A) know just what they are supposed to do
B) are impatient
C) are unfamiliar with the environment
D) confront particularly heavy ambient conditions

Question 54

How can service organizations help guests cope with information overload?

A) only create information-lean environments
B) post reminders that will improve memory retention
C) create sensory cues that prime subconscious memory
D) provide information online

Question 55

Functional congruence refers to

A) form over function
B) function over form
C) function complementing form
D) function matching service environment

Question 56

A plaque at a hotel front desk that reads "This line is for VIP members only" is an example of a(n)

A) Sign
B) Symbol
C) Artifact
D) Feature

Question 57

Hospitality managers need to know about the information-processing capabilities of the brain to

A) describe the capacity of the organization to process information
B) determine the size of the organization's management information systems department
C) avoid overtaxing the guest's mental capacity to comprehend the environment
D) describe the service environment to phone callers curious about it

Question 58

A rich environment is best for guests who are ______ with the environment and need to make ______ decisions.

A) familiar; many
B) familiar; few
C) unfamiliar; many
D) unfamiliar; few

Question 59

McDonald's specially designed Happy Meal box is an example of a(n)

A) Sign
B) Symbol
C) Artifact
D) functional congruence

Question 60

According to the environmental model in the chapter, guests respond to environmental cues in one of two ways:

A) approach or avoid
B) like or dislike
C) notice or ignore
D) rich or lean

Question 61

Disney's attention to detail regrading all aspects of the service environment can be considered

A) a revenue generator
B) a competitive advantage
C) part of its vision
D) a strategic plan

Question 62

Which of the following would NOT be considered an entertainment restaurant?

A) Texas Roadhouse
B) House of Blues
C) Denny's
D) Rainforest Cafe