Question 1

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:
A) Artifact
B) Functional form
C) Ambient condition
D) Spatial format
E) Service symbol

Accepted Answer

Ambient conditions refer to the environmental aspects of a service setting that can influence customers' perceptions and experiences, such as lighting, temperature, and smell. A clean-smelling restroom positively affects the ambient conditions, enhancing customers' perceptions of the service quality.

Question 2

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.
A) Bioengineering
B) Physiological tooling
C) Physical factors design
D) Holistic design
E) Ergonomics

Accepted Answer

Human factors design is another term for ergonomics, which focuses on designing products and environments that are optimized for human use. This includes considerations such as comfort, safety, efficiency, and usability. In the case of airline passenger seats, ergonomics would be important in designing seats that are comfortable and provide adequate back support and leg room, as well as being easy to use and safe.

Question 3

At Hawkes and Wellington,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 Hawkes and Wellington correspond to the _____ in the stimulus-organism-response model.
A) Stimulus
B) Service motivator
C) Response
D) Referent
E) Organism

Accepted Answer

The classical music and fragrance are part of the stimulus in the stimulus-organism-response model, as they are environmental cues that are designed to elicit a specific response from the customer.

Question 4

Ambient conditions will have the least effect on customer behavior in which of the following servicescapes?
A) A bakery shop
B) An air-conditioned hotel on a hot July day
C) An open five-story parking garage
D) Bookstore with an in-store coffee cart
E) A movie theater

Accepted Answer

The ambient conditions in an open five-story parking garage are not likely to have a significant effect on customer behavior as customers are only using the space for parking and are likely not spending a significant amount of time there. In contrast, the other servicescapes listed involve customers spending more time in the environment and may be affected by the ambient conditions. The bakery shop, hotel, bookstore, and movie theater all have factors such as temperature, lighting, and scent that may impact the customer experience.

Question 5

Which of the following acts as the stimulus in the stimulus-organism-response model?
A) Employees
B) The multidimensional service environment
C) Customer emotions
D) Customer
E) Customer purchase behavior

Accepted Answer

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

Question 6

The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model.
A) Organic motivator
B) Stimulus
C) Organism
D) Referent
E) Role players

Accepted Answer

In the stimulus-organism-response model, the organism refers to the individual or group that is being influenced by the stimulus. In this case, the employees at Franklin Credit Union would be the organism.

Question 7

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.
A) Bioengineering
B) Physiological tooling
C) Physical factors design
D) Holistic design
E) Ergonomics

Accepted Answer

The use of mattresses that adjust to body contours and weight is an example of ergonomics, which is the design of products or systems that are easy and comfortable for people to use. This design element creates a positive response to the hotel's servicescape.

Question 8

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.
A) Social interaction
B) Cognitive
C) Avoidance
D) Ergonomic
E) Holistic

Accepted Answer

Since the event planner specializes in family reunions, the success of the reunion depends on the social interaction between the family members. Therefore, the best choice is option A) Social interaction.

Question 9

Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n):
A) Internal response moderator
B) Individual behavior
C) Cognitive response
D) Servicescape dimension
E) Internal response

Accepted Answer

Browsing in a retail store is considered an individual behavior because it involves the actions taken by the person within the physical environment of the store.

Question 10

Based on the Framework for Understanding Physical Environment-User Relationships,employees' and customers' internal responses to the dimensions of their physical surroundings are:
A) Cognitive,emotional,and physiological
B) Individual,contextual,and personal
C) Cognitive only
D) Emotional only
E) Emotional and physiological only

Accepted Answer

The framework for understanding physical environment-user relationships identifies three dimensions: cognitive, emotional, and physiological. These dimensions correspond to the internal responses of employees and customers to their physical surroundings. Therefore, the best choice is A, which includes all three dimensions. Choices C, D, and E are too limiting because they only include one or two of the dimensions. Choice B is not correct because it refers to different types of factors that can influence the physical environment, rather than internal responses to the environment.

Question 11

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.
A) Perceptual
B) Emotional
C) Cognitive
D) Tensional
E) Physiological

Accepted Answer

The antihistamine was taken to prevent a physiological response to the airplane's environment, specifically to keep Dominique's ears from becoming clogged and preventing an earache.

Question 12

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?
A) Spatial layout
B) Signs
C) Artifacts
D) Ambient conditions
E) Functional forms

Accepted Answer

Ambient conditions refer to the physical environment such as lighting, temperature, and colors. The amenities described in the scenario, such as hot showers and massage chairs with soothing music, create a positive ambient condition for tired business travelers.

Question 13

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.
A) Social interaction
B) Cognitive
C) Avoidance
D) Ergonomic
E) Holistic

Accepted Answer

Mall retailers are trying to create an experience that is entertaining and this is often centered around encouraging social interaction. This is because they believe that the Internet shopping experience is lacking in this regard, and by encouraging social interaction they hope to differentiate themselves and keep customers coming back to their stores.

Question 14

_____ conditions include background characteristics of the environment such as temperature and lighting.
A) Ergonomic
B) Holistic
C) Physiological
D) Ambient
E) Environmentally-driven

Accepted Answer

Ambient conditions refer to the background characteristics of the environment including temperature, lighting, and noise.

Question 15

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.
A) Natural environments
B) Functional forms
C) Ambient conditions
D) Spatial formats
E) Sensory symbols

Accepted Answer

Ambient conditions refer to the surrounding environment, including temperature, lighting, and odor. In this situation, Beth and her daughter are sensitive to unpleasant smells in retail environments, making ambient conditions important.

Question 16

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

Accepted Answer

The behavior described is avoidance, which is the act of staying away from something or someone. In this case, customers are avoiding traditional retail stores due to the crowds, which are part of the physical environment (servicescape).

Question 17

Based on the Framework for Understanding Physical Environment-User Relationships,a person's ___________ the servicescape is what influences his or her behavior in the service environment.
A) Approach to
B) Commitment to
C) Affiliation with
D) Internal response to
E) Route to

Accepted Answer

A person's internal response to the servicescape, which includes cognitive, emotional, and physiological reactions, influences their behavior in the service environment.

Question 18

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 is a(n)_____ behavior.
A) Social interaction
B) Elimination
C) Avoidance
D) Approach
E) Cognitive

Accepted Answer

Maeve's behavior of choosing a smaller airport instead of flying out of Atlanta shows that she is avoiding the airport due to it being too large and hectic for her liking.

Question 19

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:
A) Package
B) Facilitator
C) Differentiator
D) Boundary spanner
E) Socializer

Accepted Answer

The unique and distinctive physical environment of the KFC restaurant in Marietta, Georgia, with the 56-foot tall chicken replica acting as the building structure, is making the servicescape act as a differentiator that sets it apart from other KFC restaurants.

Question 20

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?
A) A package and as a facilitator
B) A facilitator and as a boundary spanner
C) A differentiator and as a facilitator
D) A boundary spanner and as a differentiator
E) A socializer and as a facilitator

Accepted Answer

The servicescape acts as a differentiator by creating a unique and appealing environment for children, and as a facilitator by making the haircut process easier and more enjoyable for both children and staff.

Quiz 10: Physical Evidence and the Servicescape

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:

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.

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

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

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

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.

Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n) :

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

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.

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?

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

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.

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.

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

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: