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Exam 10: Physical Evidence and the Servicescape

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Question 41

Multiple Choice

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Which of the following is an element of the servicescape for the Fred Astaire Dance Studio?

A) Its parquet dance floor
B) Its ad in the Atlanta Journal-Constitution
C) How experienced its dance instructors are
D) Business cards handed out by instructors
E) A brochure describing its dance lessons and its various payment plans

F) A) and D)
G) None of the above

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Question 42

Multiple Choice

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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.

A) Stimulus
B) Service motivator
C) Response
D) Referent
E) Organism

F) B) and E)
G) None of the above

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Question 43

True/False

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In its role as socializer,the servicescape should only be designed to aid in the socialization of customers.

Many people expect checkered tablecloths and bottles of Chianti wine at Italian restaurants and fortune cookies at Chinese restaurants.These are both examples of which composite dimension?

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

Environmental psychologists have researched people's emotional responses to physical settings.They have concluded that any environment will elicit emotions that can be captured by two basic dimensions.What are they?

An elaborate interpersonal service faces the most complex servicescape decisions.

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

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.

Not all servicescapes are used in the same way.Discuss the various ways servicescapes are used and give an example of each.

Which of the following acts as the stimulus in the stimulus-organism-response model?

The Hilton Hawaiian Village offers its guests mattresses that adjust to body contours and weight.The bed designed with air baffles and wooden slats is good for people with bad backs and those with varicose veins.These mattresses use _____ to create positive responses to the hotel's servicescape.

Once an organization that is developing a physical evidence strategy has recognized the strategic impact of physical evidence,it should next:

The framework for understanding servicescape effects on behavior follows from basic stimulus-organism-response theory.Define a service's physical evidence in terms of this theory.

Spatial layout and functionality increase in importance when:

Sunoco in Canada realizes the importance of physical evidence to determining the value of the service being provided.As a result,it has refurbished its restrooms and committed its station operators to maintaining hygienic restrooms.A clean-smelling restroom is an example of a positive:

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 new skybeds represent an improvement to the aircraft servicescape with respect to its role as:

The patient examination room in a doctor's office is a:

Coinstar is a self-service coin-counter found in many supermarkets.You pour your coins in and the machine counts the coins and gives you bills for an 8.9 percent fee.In terms of servicescape complexity,a Coinstar machine is a(n) _____ service environment.

How would environmental psychologists describe the emotion elicited in a mother forced by her elementary-aged son to go to a haunted house with particularly gruesome sights and bloodcurdling screams?