Question 1

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.

Accepted Answer

Ergonomics is the scientific study of human movement and posture, and how products and equipment can be designed to minimize discomfort and injury. Human factors design is a synonym of ergonomics. Therefore, the creation of airline passenger seats that provide adequate back support and leg room is an example of human factors/ergonomic design.

Question 2

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.

Accepted Answer

Social interaction is vital to the success of family reunions since they aim to bring family members together to form better and long-lasting relationships. Without social interaction, the events will not achieve their purpose. None of the other options are relevant to this scenario.

Question 3

At Chessmen, an upscale men's clothing store, classical music plays softly in the background, while the store's fragrance-a blend of oak, leather and fine tobacco wafts from carefully placed heat-sensitive pellets. The music and fragrance at the Chessmen correspond to the _____ in the stimulus-organism-response model.

Accepted Answer

The stimulus in the stimulus-organism-response model refers to any environmental factor that can affect an organism's behavior. In this case, the classical music and fragrance at Chessmen are the external stimuli that can influence a customer's response and behavior while shopping. Therefore, the correct answer is A) Stimulus.

Question 4

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:

Accepted Answer

A clean-smelling restroom is an example of an ambient condition, which is a physical element of the service environment that contributes to the overall customer experience.

Question 5

If Maeve has to go on a business trip, she will not fly out of the airport in Atlanta, Georgia, because it is so large and has so many people who are in a hurry to get somewhere. Instead she chooses one of the smaller airports a couple of hours away. Maeve's reaction to the airport in Atlanta creates _____ behavior.

Accepted Answer

Maeve's behavior of choosing a smaller airport instead of the larger one in Atlanta shows avoidance behavior, as she is trying to avoid the situation that causes her discomfort or anxiety.

Question 6

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

Accepted Answer

The multidimensional service environment acts as the stimulus in the stimulus-organism-response model, influencing customer perceptions and behaviors.

Question 7

Every time Beth takes her three-year-old daughter shopping, the child complains about unpleasant smells. A sharp olfactory sense would make _____ in retail situations extremely important to Beth and her daughter.

Accepted Answer

Ambient conditions refer to the sensory aspects of an environment, such as smells and sounds. Therefore, having a good understanding of the ambient conditions in retail situations would be important to Beth and her daughter to avoid unpleasant smells.

Question 8

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?

Accepted Answer

Ambient conditions refer to the sensory qualities of the environment, such as lighting, temperature, music, and aroma. The described amenities of hot showers, massage chairs, and soothing music all fall under this category.

Question 9

The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment.

Accepted Answer

Antihistamines are known to prevent physiological responses such as allergic reactions, inflammation, and sinus pressure. In this case, Dominique took an antihistamine to prevent her ears from clogging due to the changes in air pressure during the flight.

Question 10

Browsing in a retail store is a(n):

Accepted Answer

Browsing in a retail store is an individual behavior, as it is a specific action taken by a person. The other choices do not accurately describe this action.

Question 11

Ambient conditions will have the least effect on customer behavior in which of the following servicescapes?

Accepted Answer

The open five-story parking garage is not a service area that is meant to provide comfort or convenience to customers. Therefore, ambient conditions would have the least effect on customer behavior in this servicescape.

Question 12

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.

Accepted Answer

The use of mattresses that adjust to body contours and weight is an example of ergonomic design. Ergonomics aims to optimize the design of the physical environment to ensure comfort, safety, and efficiency for human use. Therefore, the choice is E.

Question 13

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 act as a:

Accepted Answer

The unique and eye-catching design of the KFC restaurant in Marietta, Georgia, sets it apart from other KFC restaurants and creates a unique experience for customers. This makes it a differentiator in the servicescape.

Question 14

Spatial layout and functionality increase in importance when:

Accepted Answer

In a self-service environment, the spatial layout and functionality become crucial factors as customers rely solely on the design and layout of the service area to carry out the service process. The space should be well-organized and enable customers to locate and access the necessary equipment, tools, or materials with ease.

Question 15

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 the servicescape creates _____ behavior.

Accepted Answer

The servicescape is the physical environment in which a service is delivered, and it can create consumer behavior. In this case, the crowded and chaotic environment of traditional retail stores on Black Friday is leading some customers to avoid shopping altogether. This is an example of the servicescape creating avoidance behavior.

Question 16

The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model.

Accepted Answer

The employees at Franklin Credit Union are the organisms in the stimulus-organism-response model, as they are the ones who are being influenced and responding to the stimuli in their environment.

Question 17

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 services in what two capacities?

Accepted Answer

The answer of A hair salon designed to appeal to...

Question 18

_____ conditions include background characteristics of the environment such as temperature and lighting.

Accepted Answer

Ambient conditions refers to the background characteristics of the environment such as temperature and lighting.

Question 19

To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where travelers can send last-minute faxes and e-mails. It has also installed continuous "power to the seat" for those who need to work on their laptops for the entire plane trip. These amenities are an example of:

Accepted Answer

The answer of To reach business travelers (its largest market)...

Question 20

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.

Accepted Answer

The mall retailers are trying to create a shopping experience that is entertaining, which implies that they want to encourage social interaction among the customers. This is because social interaction is not possible while shopping online, and it is one of the key benefits of shopping at a physical store.

Quiz 11: Physical Evidence and the Servicescape