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Exam 10: Physical Evidence and the Servicescape

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Question 31

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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.

A) Interaction
B) Elimination
C) Avoidance
D) Approach
E) Cognitive

F) C) and D)
G) All of the above

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Question 32

Multiple Choice

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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) None of the above
G) A) and E)

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Question 33

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

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?

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:

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 serves in what two capacities?

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

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:

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

In terms of servicescape complexity,which of the following is a lean 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:

The Hilton Hawaiian Village offers its guests mattresses that adjust to body contours and weight.The bed designed with air baffles and wooden slats is good for people with bad backs and those with varicose veins.These mattresses use _____ to create positive responses to the hotel's servicescape.

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.

Which of the following is an element of the servicescape for the Fred Astaire Dance Studio?

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?

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

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:

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

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