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Exam 10: Physical Evidence and the Servicescape

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Question 31

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Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n) :

A) Internal response moderator
B) Individual behavior
C) Cognitive response
D) Servicescape dimension
E) Internal response

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

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Question 32

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

A) Map the physical evidence of the service
B) Assess and identify physical evidence opportunities
C) Clarify roles of the servicescape
D) Recognize the strategic impact of physical evidence
E) Update and modernize the physical evidence

F) B) and C)
G) B) and E)

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Question 33

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The servicescape can play many strategic roles simultaneously.List them.

In terms of its servicescape complexity,The White Elephant,a restaurant that specializes in traditional Thai cooking is an example of a(n) _____ service environment.

Are the referee uniforms,the wide aisles,the racks and counters and the scoreboards all part of the servicescape at a Foot Locker store?

Which of the following service organizations has an elaborate environment?

The spatial layout and functionality are most important for interpersonal services environments.

For a physical evidence strategy to be effective,it must:

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

All aspects of the organization's physical facility are collectively referred to as the:

Rusty Black owns and manages a video rental store.It is not part of a chain,so Black has had to experiment with ways to get customers into his store and make them want to browse when they get there.He is thinking of specializing in science fiction/monster movies.Explain how Black could use the servicescape in a variety of strategic roles to increase store traffic.Provide specific examples of how the servicescape could perform the four different strategic roles.

Based on servicescape usage,a convenience store is a(n) _____ environment.

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

_____ conditions include background characteristics of the environment such as temperature and lighting.

The Apple Store's clean,open spaces and white walls create a modern feel and draw all of the customer's attention to relatively few products on display.The Apple Store's servicescape is playing what strategic role?

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?

If Maeve has to go on a business trip,she will not fly out of the airport in Atlanta,Georgia,because it is so large and has so many people who are in a hurry to get somewhere.Instead she chooses one of the smaller airports a couple of hours away.Maeve's reaction to the airport in Atlanta is a(n) _____ behavior.

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

To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where tired business travelers can enjoy a hot shower or sit in massage chairs and listen to soothing music.These amenities are examples of which composite dimension of servicescapes?

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?