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Exam 10: Physical Evidence and the Servicescape

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Question 1

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

A) Business center for checking e-mail and sending faxes
B) Lobby
C) Convention facilities
D) Swimming pool
E) Housekeeping staff

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

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Question 2

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What is a service's physical evidence?

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The environment in which the s...

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Question 3

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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.

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 a servicescape can create _____ behavior.

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.

Why are spatial layout and functionality very important to customers in self-service environments?

The clearly displayed ENTRANCE and EXIT signs at a Jiffy-Lube 10-minute oil and lubrication service indicate that the Jiffy-Lube servicescape is playing the strategic role of:

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

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

Which of the following is an example of a remote service environment?

The receptionist at Dr.Smith's office is shut off from the waiting area by a glass partition.She must open a small door to communicate with patients and at times,it is difficult to get her attention.In this example,the servicescape could be improved with respect to its role as a:

Addison White is an event planner who specializes in family reunions.He creates situations in which family members can visit,share memories and get to know each other more intimately.He may rent the family a large house in the mountains or schedule them for a picnic in a national forest.White relies on ______ behavior to make the reunions a success.

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

Another name for human factors design is _____,which could lead to the creation of airline passenger seats that provide adequate back support and leg room.

Based on the Framework for Understanding Physical Environment-User Relationships,a person's ___________ the servicescape is what influences his or her behavior in the service environment.

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 acting as a:

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.

In a sense,the servicescape can be viewed as nonverbal communications.

To reach business travelers (its largest market) Canadian Airline has installed continuous "power to the seat" and Internet service for those who need to work on their laptops for the entire plane trip.By adding these amenities,Canadian Airline has improved the __________ of the service environment:

Wide aisles on an airplane let the servicescape act as a facilitator.