Crafting The Service Environment

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Questions Bank

Introduction to Services Marketing
Customer Behavior in a Services Context
Positioning Services in Competitive Markets
Developing Service Products Core and Supplementary Elements
Distributing Service through Physical and Electronic Channels
Setting Prices and Implementing Revenue Management
Promoting Services and Educating Customers
Designing and Managing Service Processes
Balancing Demand against Productive Capacity
Crafting the Service Environment
Managing People for Service Advantage
Managing Relationships and Building Loyalty
Complaint Handling and Service Recovery
Improving Service Quality and Productivity
Building a World-Class Service Organization

All Questions

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.

Choose correct answer/s

service planes

servicescapes

service boxes

servicetomies

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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Shape customer behavior

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

Increase customer satisfaction

Be a core component in value proposition

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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service; repurchase

control; reproach

control; avoidance

control; sensibility

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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centrality; dominance

pleasure; arousal

centrality; permanence

pleasure; regret

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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more; affective; cognition

more; cognitive; affect

less; cognitive; services

less; affective; cognition

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.

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pleasant; arousal

pleasant; excitement

pleasant; relaxation

unpleasant; arousal

unpleasant; excitement

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Question 7

Multiple Choice

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

Choose correct answer/s

Exterior facilities

General infrastructure

Store layout

Interior displays

Location

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Question 8

Multiple Choice

Which of the following is an ambient condition?

Choose correct answer/s

Facility layout

Displays

Music

Location

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?

Choose correct answer/s

Store is too small

Store is not clean

Too hot inside the store or the shopping center

Music inside the store is too loud

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

Arrangement of store items is always the same.

No mirror in the dressing room.

Unable to find what one needs.

Directions within the store are inadequate.

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.

Choose correct answer/s

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.

Choose correct answer/s

True

False

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Crafting The Service Environment

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.

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

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

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

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

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

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

Which of the following is an ambient condition?

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

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

Service consumers use service environment as an important quality proxy.

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

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

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

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

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.

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

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

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

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

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

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

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

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