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Exam 10: Physical Evidence and the Servicescape

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Question 1

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To develop an effective physical evidence strategy,a service firm should use a cross-functional team approach.

A) True
B) False

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Question 2

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An elaborate interpersonal service faces the most complex servicescape decisions.

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B) False

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Question 3

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The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model.

The only role performed by the servicescape is to attract or deter entry; it does not actually influence the degree of success consumers experience in executing their plans once inside.

Two decades ago,travelers needing a place to rest for the night looked for the large,multi-colored Holiday Inn signs.Eventually,the signs started looking dated and seemed to remind people of early times even though the motel chain knew travelers wanted to stay in modern rooms with all the latest amenities.Holiday Inn recognized the signs were sending the wrong message during which stage of the physical evidence strategy?

Three decades ago,travelers who were looking for a place to rest for the night looked for the large,multi-colored Holiday Inn signs.Eventually,the signs started looking dated and seemed to remind people of early times even though the motel chain knew travelers wanted to stay in modern rooms with all the latest amenities.Because the signs were sending the wrong message,Holiday Inn used physical evidence strategy to create more modern signage.During which step of the physical evidence strategy would this change have occurred?

At Hawkes and Wellington,an upscale men's clothing store,classical music plays softly in the background,while the store's fragrance-a blend of oak,leather and fine tobacco wafts from carefully placed heat-sensitive pellets.The music and fragrance at Hawkes and Wellington correspond to the _____ in the stimulus-organism-response model.

In a(n) _____ environment,the servicescape must be planned to attract,satisfy and facilitate the activities of both customers and employees simultaneously.

Wide aisles on an airplane let the servicescape act as a facilitator.

Many new commercial aircraft designed for long haul international flights now have business class seats that recline into "skybeds" making it much easier for passengers to sleep.The skybeds represent an aspect of the aircraft servicescape that highlights its role as:

The first step in developing an effective physical evidence strategy is to:

Based on servicescape usage,a dance studio is a(n) _____ environment.

Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n) :

If Maeve has to go on a business trip,she will not fly out of the airport in Atlanta,Georgia,because it is so large and has so many people who are in a hurry to get somewhere.Instead she chooses one of the smaller airports a couple of hours away.Maeve's reaction to the airport in Atlanta is a(n) _____ behavior.

Ambient conditions will have the least effect on customer behavior in which of the following servicescapes?

The work environment of a lawyer does not affect whether clients and/or colleagues view her as successful and trustworthy.

The spatial layout and functionality are most important for interpersonal services environments.

To make car maintenance service more tangible to consumers,Speedi-Lube has added a large diagram on one of the waiting room walls of its service centers that shows the underside of an automobile and identifies all of the lubrication points and exactly what work is being done to the car.As part of its physical evidence strategy,Speedi-Lube has:

A hair salon is an example of an elaborate interpersonal service.

In terms of its servicescape complexity,The White Elephant,a restaurant that specializes in traditional Thai cooking is an example of a(n) _____ service environment.