Crafting The Service Environment

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Question 1
Free
Multiple Choice

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.

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A

service planes

B

servicescapes

C

service boxes

D

servicetomies

E

service vaults

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Question 2
Free
Multiple Choice

Which of the following is not a core purpose of service environment?

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A

Shape customer behavior

B

Signal quality and to position, differentiate, and strengthen the brand

C

Increase customer satisfaction

D

Be a core component in value proposition

E

Facilitate the service encounter

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Question 3
Free
Multiple Choice

In environmental psychology the typical outcome variable is ____________ or ____________ of an environment.

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A

service; repurchase

B

control; reproach

C

control; avoidance

D

control; sensibility

E

approach; avoidance

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Question 4
Free
Multiple Choice

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

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A

centrality; dominance

B

pleasure; arousal

C

centrality; permanence

D

pleasure; regret

E

fullness; looseness

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Question 5
Free
Multiple Choice

The ____________ complex a(n) ____________ process becomes, the more powerful is its potential impact on ____________ .

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A

more; affective; cognition

B

more; cognitive; affect

C

less; cognitive; services

D

less; affective; cognition

E

less; cognitive; affect

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Question 6
Multiple Choice

If a service environment is inherently ____________ , one should avoid increasing ____________ levels, as this would move customers into the "distressed" region of Russell's model.

Choose correct answer/s
A
pleasant; arousal
B
pleasant; excitement
C
pleasant; relaxation
D
unpleasant; arousal
E
unpleasant; excitement
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Question 7
Multiple Choice

Which of the following is NOT one of the dimensions of the service environment?

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A
Exterior facilities
B
General infrastructure
C
Store layout
D
Interior displays
E
Location
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Question 8
Multiple Choice

Which of the following is an ambient condition?

Choose correct answer/s
A
Facility layout
B
Displays
C
Music
D
Location
E
Price
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Question 9
Multiple Choice

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

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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
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Question 10
Multiple Choice

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

Choose correct answer/s
A
Arrangement of store items is always the same.
B
No mirror in the dressing room.
C
Unable to find what one needs.
D
Directions within the store are inadequate.
E
Store is too small.
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Question 11
True/False

Service consumers use service environment as an important quality proxy.

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True
False
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Question 12
True/False

Servicescapes help to shape the desired feelings and reactions in customers and employees.

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True
False
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Question 13
True/False

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

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True
False
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Question 14
True/False

Ambient conditions refer to those characteristics of the environment pertaining to our five senses.

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True
False
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Question 15
True/False

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

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True
False
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Question 16
True/False

Functionality refers to the floor plan, size and shape of furnishings, counters, and potential machinery and equipment, and the ways in which they are arranged.

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True
False
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Question 17
True/False

Spatial layout refers to the ability of items to facilitate the performance of service transactions.

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True
False
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Question 18
True/False

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

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True
False
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Question 19
True/False

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

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True
False
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Question 20
True/False

Marketing communications attempt not to attract customers who will enhance the ambiance with their presence because of potential legal ramifications.

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True
False
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