SmartBook Chapter 10 (MKTG 4400)

Identify an example of a lean service environment in an organizational context.

FedEx drop-off kiosks

Which of the following is true of an individual's internal responses to a servicescape?

The internal responses of an individual to a servicescape is interdependent.

Identify the information conveyed to customers by the design of a servicescape.

The norms of behavior expected of the customers The customers' roles in relation to employees The types of interactions that are permitted The area of the servicescape the customers are expected to access

In the context of the internal responses of individuals to a servicescape, identify a true statement.

The perceived servicescape fails to directly cause individuals to behave in certain ways.

Why should the strategic roles played by a servicescape be clarified?

To aid in determining who needs to be consulted in making decisions related to facility design To assist in the recognition of opportunities To facilitate the identification of the significance of the servicescape in creating customer experiences

True or false: The five senses of human beings are affected by the ambient conditions of a servicescape.

True

Identify the true statements about blueprinting the physical evidence of services.

A process's complexity can be identified. The activities associated with the delivery of a service are visible. The human interaction points providing evidence opportunities can be seen.

Identify the components of a servicescape that positively influence the ability of employees to do their jobs effectively.

Air quality and comfortable temperature Proper equipment and adequate space

In the context of servicescape usage, match the types of behaviors with which individuals react to places (in the left column) with their examples (in the right column). An approach behavior An avoidance behavior

An approach behavior - Individuals with special needs prefer to spend time in Sheenz, a luxury hotel, as the hotel has made specific physical alterations in its rooms to accommodate the individuals. An avoidance behavior Middle-class customers keep away from Swann, an upscale shopping mall, that exclusively sells designer apparels at a high price to maintain its high standard.

In the context of servicescape usage, match the types of behaviors with which individuals react to places (in the left column) with their descriptions (in the right column). Approach behaviors Avoidance behaviors

Approach behaviors - They encompass all positive behaviors that individuals might direct at a specific place. Avoidance behaviors - They include individuals' disinclination to explore, stay, affiliate, or work.

Match the different ways in which signs can be used in a servicescape (in the left column) with their examples (in the right column). As labels For the purpose of direction For conveying behavioral rules

As labels - Name of department and name of company For the purpose of direction - Exits and entrances For conveying behavioral rules - Children must be accompanied by an adult and no smoking

Identify the examples of a self-service environment in an organizational context.

Check-in kiosks at airports Movie theaters and ATMs Online services and golf and theme parks

Match the services (in the left column) with their degree of reliance on organizational physical evidence (in the right column). Child care, hospitals, and resorts Express mail and insurance

Child care, hospitals, and resorts - Heavy reliance Express mail and insurance - Limited reliance

Identify the true statements about a remote service environment in servicescape usage.

Customers seldom get the scope to visit or see a servicescape. Service facilities may be located at a different country or a different state. Customers have little or no involvement with a servicescape.

Identify the true statements about interpersonal services in an organizational context.

Customers, as well as employees, actively participate in a servicescape. Organizations must design a servicescape to satisfy, attract, and facilitate the activities of both customers and employees.

Which of the following involves implementing appropriate information about human limitations and capabilities to the design of procedures and items that are used by individuals?

Ergonomics

Match the types of services according to environmental psychologists (in the left column) with their descriptions (in the right column). Exciting services Relaxing services Distressing services Gloomy services

Exciting services - They are arousing as well as pleasant. Relaxing services - They are nonarousing, or sleepy, and pleasant. Distressing services - They are arousing and unpleasant. Gloomy services - They are sleepy and unpleasant.

In an organizational context, match the attributes of physical evidence that affect customers (in the left column) with their examples (in the right column). Exterior attributes Interior attributes

Exterior attributes - Parking, the landscape, and signage Interior attributes - Equipment, decor, design, and layout

True or false: A servicescape acts as a visual metaphor for tangible services.

False

True or false: According to Carbone, mechanics clues are intangible by nature.

False

True or false: According to environmental psychologists, the expected behaviors of consumers and employees are unrelated to the basic emotional responses to environments.

False

True or false: Adding photographs or videos of business processes to a service blueprint does not add to its usefulness.

False

True or false: Employees' ability to do their jobs effectively is uninfluenced by a servicescape.

False

True or false: In a servicescape, signs prove to be ineffective in reducing stress and perceived crowding.

False

In the context of the environmental dimensions of a servicescape, identify the objects that can communicate symbolic meaning.

Floor coverings Photographs and certificates Artwork and quality construction materials

The manager of Littlz, a toy outlet, plans to renovate the shop in the upcoming year in order to make it customer friendly. Identify the steps that the manager should take to ensure that his or her physical evidence strategy will be effective.

He or she should recognize both internal and external target markets. He or she should define the shop's basic service concepts and ideas. He or she should be aware of the shop's broad vision of its future.

X-Gen, a new apparel store, targets youths as its customers. The shop announces heavy discount, plays groovy music, and provides free Wi-Fi facility to its customers. The shop makes reasonable profit within a short period of time. In the context of understanding servicescape effects on behavior, identify the stimulus in this scenario.

Heavy discount

A waffle truck is parked outside an office complex. The truck is decorated with colorful banners, and the aroma of freshly prepared waffles pervades the atmosphere. The vendor also plays some catchy music. During the lunch hours, hungry employees are drawn to the waffle truck. In the context of the stimulus-organism-response theory, identify the response in this scenario.

Hungry employees approaching the truck

Identify the significance of physical evidence in an organizational context.

It affects a customer's personal and social interactions with other people using the service used by him or her. It influences a customer's emotional connections with a service company. It shapes a customer's flow of experience.

Identify the true statements about the design of a physical facility within organizations.

It can distinguish one section of a service organization from another. It can indicate a market segment that a service is intended for.

Identify the true statements about organizational physical evidence.

It facilitates a service's performance. It adds to the overall experience of customers. It conveys information about a service.

Identify a true statement about the design of a servicescape.

It facilitates the socialization of both customers and employees.

Which of the following is true of the design of a physical facility?

It helps in distinguishing a firm from its competitors.

Identify the features of a lean service environment in an organizational context.

It involves few pieces of equipment, few spaces, and few elements. It involves straightforward design decisions.

Identify the true statements about ergonomics.

It is associated with universal design principles and standards. It aims to accommodate individuals' physical limitations.

Identify the true statements about physical evidence in an organizational scenario.

It is specifically crucial for communicating about credence services. It is significant for services that are influenced by experience features.

Which of the following are true of physical evidence in an organizational scenario?

It is vital for bridging provider gap 2. It is relied on by consumers to assess a service before its purchase. It is used by customers to evaluate the satisfaction associated with a service.

Match the types of experiences that are affected by organizational physical evidence (in the left column) with their examples (in the right column). Mundane experience Personally meaningful experience Spectacular experience

Mundane experience - A subway or bus ride Personally meaningful experience - A birthing room at a hospital or a destination wedding experience Spectacular experience - A week-long travel adventure

Which of the following is true of a self-service environment in an organizational context?

Organizations can pay particular attention to the goals of marketing.

Which of the following are examples of interpersonal services in an organizational context?

Restaurants, hospitals, and hotels Banks and educational settings

Match the various environmental aspects of a servicescape (in the left column) with their descriptions (in the right column). Spatial layout Functionality

Spatial layout - It refers to how equipment, furnishings, and machinery are arranged and the shape and size of those items. Functionality - It pertains to the capability of equipment, furnishings, and machinery to assist the achievement of employee and customer goals.

Match the components of the stimulus-organism-response theory (in the left column) with their descriptions (in the right column). Stimulus Organisms Responses

Stimulus - A multidimensional environment Organisms - Employees and consumers Responses - Behaviors directed at an environment

In the context of clarifying strategic roles of a servicescape, in which of the following does the servicescape play no role in marketing or service delivery from customers' points of view?

Telecommunications services Utilities

Which of the following are the concerns of service firms while presenting themselves to their customers?

The communication of an image that is desired The sending of compatible and constant messages through all forms of evidence

Identify the aspects of social interaction that are affected by the "physical container" in which all social interactions occur.

The duration of interaction The actual progression of events

In the context of packaging associated with a servicescape, identify a true statement.

The physical setting of a service evokes a particular emotional or sensory reaction.

In the context of the influence of a servicescape on the quality and nature of customer-employee interactions, identify a true statement.

The servicescape affects employee and customer interactions most directly in services that are interpersonal.

In the context of the relationship between a servicescape environment and cognition, identify a true statement.

The servicescape can be perceived as a type of nonverbal communication.

In the context of the relationship between environment and cognition, which of the following is true of a servicescape?

The servicescape conveys meaning in the form of "object language."

Identify the true statements about environmental symbols and artifacts in a servicescape.

They are specifically important for communicating service concepts. They are associated with culturally embedded meanings. They may communicate in a less direct manner than signs.

In the context of environmental dimensions of a servicescape, which of the following are true of ambient conditions?

They can influence the way individuals think, feel, and respond to a service establishment. They include an environment's or surrounding's background features.

Identify the examples of a remote service environment in servicescape usage.

Utilities and telecommunications Mail-order services and editorial Financial consultants

When are the spatial layout and functionality of a servicescape specifically important?

When customers are placed in self-service environments

Physical evidence strategy can be made effective by _____.

associating it with an organization's overall vision and goals

The process by which all the different clues that customers use to develop their feelings and impressions about a company are clearly identified and managed is known as ______ ______.

clue management

In the context of personality trait of individuals, screeners of stimuli _____.

experience a high stimulation level

In the context of personality trait of individuals, unlike arousal seekers, arousal avoiders _____.

favor lower levels of stimulation

In the context of personality trait of individuals, unlike screeners of stimuli, nonscreeners of stimuli _____.

get highly affected by a high level of stimulation

An example of an elaborate service environment in an organizational context is a(n) _____.

hospital

In an organizational context, a true statement about an elaborate service environment is that _____.

it involves many forms and many elements and is very complicated

While portraying itself to customers, service firms desire to _____.

make available the type of service evidence the target customers require and can comprehend

In the context of personality trait of individuals, unlike arousal avoiders, arousal seekers _____.

opt for high levels of stimulation

In an organizational scenario, ______ ______ is defined as the environment in which a service is delivered and in which a firm and its customers interact, and it includes any tangible commodities that facilitate performance or communication of the service.

physical evidence

The basic _____ theory forms the framework for understanding the effects of a servicescape on behavior.

stimulus-organism-response