Question 1

What is a service's physical evidence?

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Question 2

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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Question 3

Environmental psychologists have researched people's emotional responses to physical settings. They have concluded that any environment will elicit emotions that can be captured by two basic dimensions. What are they?

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Question 4

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?

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Question 5

The servicescape can play many roles simultaneously. List them.

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Question 6

Using the typology of service organizations based on variations in form and use of the servicescape, how would you categorize a paging service?

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Question 7

The framework for understanding servicescape effects on behavior follows from basic stimulus-organism-response theory. Define a service's physical evidence in terms of this theory.

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Question 8

To develop an effective physical evidence strategy, a service firm should use a cross-functional team approach.

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A cross-functional team approach involves bringing together individuals from different functional areas of the service firm to work together towards a common goal. By utilizing the expertise of individuals from different departments, a service firm can create a physical evidence strategy that is comprehensive and effective. This approach ensures that the physical evidence aligns with the overall goals and objectives of the service firm and meets the needs and expectations of its customers.

Question 9

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

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Question 10

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.

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Question 11

Name an elaborate self-service servicescape.

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Question 12

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.

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Question 13

Supermarkets know that most senior citizens shop on Wednesday, so the music that day is mostly big band sound from the 1940s. Which environmental dimension of the servicescape are the supermarkets using?

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Question 14

Not all service providers use their servicescapes the same way. Discuss the various ways servicescapes are used and give an example of each.

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Question 15

What is the first step in developing physical evidence strategy?

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Question 16

Are the referee uniforms, the wide aisles, the racks and counters and the scoreboards all part of the servicescape at a Foot Locker store?

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Quiz 11: Physical Evidence and the Servicescape