MKT 4535 Chapter 10 SmartBook Assignment

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

Favor lower levels of stimulation.

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 services cape is interdependent.

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

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

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

True.

Physical evidence strategy can be made effective by _____.

Associating it with an organization's overall vision and goals.

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: 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 standards.

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: 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: Name of department and name of company. For the purpose of direction: Exits and entrances. For conveying behavioral rules: Children must be accompanies by an adult and no smoking.

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: Arousing/pleasant. Relaxing: Nonarousing (sleepy)/pleasant. Distressing: Arousing/unpleasant. Gloomy: Sleep/unpleasant.

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

Experience a high stimulation level.

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

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: 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. Artwork and quality construction materials. Photographs and certificates.

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

Get highly affected by a high level of stimulation.

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

Identify the true statements about ergonomics.

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

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

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

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 significance of physical evidence in an organizational context.

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

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

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

Identify the true statements about physical evidence in an organizational .

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

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

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

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

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

In an organizational context, a characteristic of a self-service environment is that ____.

Most of the activities associated with a services cape are performed by customers.

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: 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.

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

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

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

Opt for high levels of stimulation.

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.

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.

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

Spatial Layout: It refers to how equipment, furnishing, and machinery are arranged and the shape and size of those items. Functionality: It pertains to the capability of equipment, furnishings, and machinery to assists the achievement of employee and customer goals.

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

Stimulus-organism-response.

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

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

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

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

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 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.

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.

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

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

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

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

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

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

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

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

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?

Utilities. Telecommunication services.

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

When customers are placed in self-service environments.