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Exam 11: Physical Evidence and the Servicescape

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Question 21

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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.

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The multidimensional environme...

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Question 22

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The parking lot, the neon signs, the building exterior and the restrooms are all part of a servicescape for a nightclub.

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B) False

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Question 23

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To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where travelers can send last-minute faxes and e-mails. It has also installed continuous "power to the seat" for those who need to work on their laptops for the entire plane trip. These amenities are an example of:

The restrooms at the Merritt Coliseum, a venue for Shania Twain, Seal and Chris Rock concerts, serve what servicescape role?

The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment.

Supermarkets know that most senior citizens shop on Wednesday, so the music that day is mostly big band sound from the 1940s. Which environmental dimension of the servicescape are the supermarkets using?

What is the first step in developing physical evidence strategy?

While most KFC restaurants look alike, there is one in Marietta, Georgia, that is in the base of a 56-foot tall chicken replica with rolling eyes and a moving beak. In this example, the servicescape is act as a:

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

In terms of servicescape complexity, which of the following is a lean service environment?

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

The servicescape can play many roles simultaneously. List them.

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?

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.

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

A hair salon designed to appeal to children does not use the standard salon furniture. Instead, children sit on carousel horses to get their haircuts. Large TV monitors strategically located throughout the salon show kid-targeted videos and cartoons are there to entertain the children. The child-friendly hair salon's servicescape services in what two capacities?

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

When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. These elements of its web site are all examples of:

At Chessmen, 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 the Chessmen correspond to the _____ in the stimulus-organism-response model.