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Exam 11: Physical Evidence and the Servicescape

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Question 31

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

A) Ergonomic
B) Holistic
C) Physiological
D) Ambient
E) Environmentally-driven

F) A) and D)
G) A) and C)

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Question 32

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Human behavior is influenced by the physical setting in which it occurs. How does the servicescape influence the individual behavior of consumers and employees? Give examples.

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Individuals react to places with two gen...

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Question 33

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Physical evidence strategy begins with the recognition of the strategic importance of physical evidence in determining service quality expectations and perceptions and then moves to the identification of additional physical evidence that would do the job even better than what now exists.

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:

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

In a(n) _____ environment, the service facility can be designed to keep its employees motivated and to facilitate productivity, teamwork and operational efficiency without any consideration of customers.

All of the following are elements of a hotel's servicescape EXCEPT:

Coinstar is a self-service coin-counter found in many supermarkets. You pour your coins in and the machine counts the coins and gives you bills for an 8.9 percent fee. In terms of servicescape complexity, a Coinstar machine is a(n) _____ service environment.

Some retailers have feared that their customers will like the convenience of Internet shopping and quit shopping at their stores. To combat this, many mall retailers have tried to create a shopping experience that is entertaining because they believe that Internet retail sites are not designed to be fun. That's why you'll see fashion shows, magic acts, local singers and children's art exhibits at malls. The malls are encouraging _____ behavior.

In a(n) _____ environment, the servicescape must be planned to attract, satisfy and facilitate the activities of both customers and employees simultaneously.

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 can be used in four different strategic roles.

A hair salon is an example of an elaborate interpersonal service.

The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model.

Many customers will not shop at traditional retail stores the day after Thanksgiving due to the crowds. This refusal to shop is an example of how the servicescape creates _____ behavior.

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

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. Holiday Inn recognized the signs were sending the wrong message during which stage of the physical evidence strategy?

An elaborate interpersonal service faces the most complex servicescape decisions.

How would environmental psychologists describe the emotion elicited in a mother forced by her elementary-aged son to go to a haunted house with particularly gruesome sights and bloodcurdling screams?

The receptionist at Dr. Smith's office is shut off from the waiting area by a glass partition. She opens a small door to communicate with patients. At times, it is difficult to get her attention. In this example, the servicescape plays a role as a negative.