Question 1

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

Accepted Answer

A) True 
 B)False  True

Question 2

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

Accepted Answer

A) True 
 B)False  True

Question 3

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

Accepted Answer

A) True 
 B)False  True

Question 4

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.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

The most efficient signs in tourist destinations are in

Accepted Answer

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

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

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

Question 11

Functional congruence in the environment refers to

Accepted Answer

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 12

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?

Accepted Answer

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

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

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 20

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

Accepted Answer

A) True 
 B)False

Exam 3: Setting the Scene for the Guest Experience

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

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

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

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.

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

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

The most efficient signs in tourist destinations are in

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

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

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

Functional congruence in the environment refers to

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?

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

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

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

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

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

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

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

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