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Exam 10: Physical Evidence and the Servicescape

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Question 21

True/False

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

A) True
B) False

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Question 22

Multiple Choice

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Which of the following service organizations has an elaborate environment?

A) Six Flags over Texas
B) Dave's Dry Cleaners
C) Nancy's Nails
D) The Cutting Edge Hair Salon
E) New Attitudes Car Wash

F) None of the above
G) C) and E)

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Question 23

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

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

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.

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.

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:

Sunoco in Canada realizes the importance of physical evidence to determining the value of the service being provided.As a result,it has refurbished its restrooms and committed its station operators to maintaining hygienic restrooms.A clean-smelling restroom is an example of a positive:

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

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.

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.

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

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

Once an organization that is developing a physical evidence strategy has recognized the strategic impact of physical evidence,it should next:

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.

Spatial layout and functionality increase in importance when:

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

The patient examination room in a doctor's office is a:

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:

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