Deck 8: Managing the Servicescape and Other Physical Evidence

Question 1

Which of the following is not a component of a service firm's physical evidence?

A) exterior design
B) landscaping
C) firm brochures
D) parking
E) all the above are components of a firm's physical evidence

Answer 1

all the above are components of a firm's physical evidence

Question 2

The component of the SOR model which describes the recipient of environmental stimuli is:

A) stimulus receiver
B) organism
C) organizations
D) responder
E) stimuli receptor

Answer 2

organism

Question 3

Which of the following is an example of an approach behavior?

A) spending money
B) interacting with employees
C) browsing
D) being brand loyal to a service
E) all of the above

Answer 3

all of the above

Question 4

Which of the following mediates the reaction between the perceived servic escape and customer's and employee's responses to the service environment?

A) internal response moderators
B) the holistic environment
C) individual behaviors
D) social interactions
E) physical environmental dimensions

Question 5

Consumer beliefs, categorization and symbolic meaning are types of:

A) physiological customer responses
B) emotional customer responses
C) individual approach behaviors
D) internal response moderators
E) cognitive customer responses

Question 6

Consumer feelings of pain, comfort, and physical fit are types of:

A) physiological customer responses
B) emotional customer responses
C) individual approach behaviors
D) internal response moderators
E) cognitive customer responses

Question 7

According to results of a study that examined the effects of music on restaurant patrons, which of the following statements is true?

A) consumers spent more money when fast music was played
B) customers were served faster when slow music was played
C) customers had higher bar bills when slower music was played
D) estimated gross margins were higher when fast music was played
E) customers were willing to wait longer for a table when fast music was played

Question 8

Which of the following colors is perceived as aloof, icy and formal?

A) red
B) blue
C) yellow
D) orange
E) all of the above

Question 9

Which of the following statements is not true?

A) combinations of warm and cool colors can create relaxing, yet stimulating atmospheres.
B) lighter hues are popular for fixtures
C) darker hues are used for attention grabbers
D) too much violet may dampen consumer spirits
E) all the above are true

Question 10

The appearance of personnel often have a direct impact on how consumers perceive that the firm will handle the service aspects of its business. Discuss the findings of numerous studies that have focused on well-dressed versus unkempt personnel.