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Exam 10: Physical Evidence and the Servicescape

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Question 21

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Based on the Framework for Understanding Physical Environment-User Relationships,employees' and customers' internal responses to the dimensions of their physical surroundings are:

A) Cognitive,emotional,and physiological
B) Individual,contextual,and personal
C) Cognitive only
D) Emotional only
E) Emotional and physiological only

F) A) and E)
G) B) and E)

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Question 22

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Every time Beth takes her three-year-old daughter shopping,the child complains about unpleasant smells.A sharp olfactory sense makes _____ in retail situations extremely important to Beth and her daughter.

A) Natural environments
B) Functional forms
C) Ambient conditions
D) Spatial formats
E) Sensory symbols

F) A) and D)
G) A) and B)

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Question 23

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

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.

Name an elaborate self-service servicescape.

What is a "third place?" Discuss the circumstances under which a servicescape can take on the character of a third place.

What is the first step in developing physical evidence strategy?

Signs,symbols and artifacts should not be expected to create first impressions or communicate service concepts.

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:

Using the typology of service organizations based on variations in form and use of the servicescape,how would you categorize a paging service?

All of the following are strategic roles of the servicescape EXCEPT:

The McDonald's arches and the Toys "R" Us mascot Geoffrey Giraffe are both examples of which composite dimension?

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.Because the site is inviting,attractive and fun to browse,customers perceive the Hyatt hotels to also be this way.By designing it this way,Hyatt has used:

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?

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

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:

Two 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?

The musty smell of old papers at a used bookstore is an example of an ambient condition.

Discuss the reasons why people may vary in their individual responses to a service environment.

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