Question 1

____ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

Accepted Answer

A)  Ergonomics
B)  Environmental psychology
C)  Physics
D)  Physical sociology
E)  Environmental anthropologyF) None of the above
G) B) and E)

Question 2

Which of the following colors is associated with coolness,shyness,dignity,and wealth?

Accepted Answer

A)  red
B)  violet
C)  yellow
D)  orange
E)  greenF) C) and D)
G) A) and B)

Question 3

All of the following statements are true except:

Accepted Answer

A)  combinations of warm and cool colors can create relaxing,yet stimulating atmospheres.
B)  rooms painted in lighter colors tend to look smaller.
C)  lighter hues are popular for fixtures.
D)  darker hues are used as attention grabbers.
E)  too much violet may dampen consumer spirits.F) C) and D)
G) B) and C) B

Question 4

The emotional states of pleasure-displeasure,arousal-nonarousal,and dominance-submissiveness are types of:

Accepted Answer

A)  internal response moderators.
B)  holistic environments.
C)  individual behaviors.
D)  social interactions.
E)  physical environmental dimensions.F) B) and E)
G) B) and D)

Question 5

____ encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.

Accepted Answer

A)  Response moderators
B)  Scent appeals
C)  Warm colors
D)  Sound appeals
E)  Taste appealsF) B) and C)
G) C) and E)

Question 6

The actual size of the firm's facility conveys meanings to the firm's target market.Which of the following most accurately describes customer perceptions regarding small facilities?

Accepted Answer

A)  important
B)  powerful
C)  personal
D)  successful
E)  stableF) B) and E)
G) B) and C)

Question 7

Cognitive responses to the firm's servicescape include all of the following except:

Accepted Answer

A)  beliefs or opinions.
B)  categorization.
C)  the inference of symbolic meaning.
D)  feelings of contentedness or anxiety.
E)  beliefs or opinions,and feelings of contentedness or anxiety.F) D) and E)
G) B) and C) D

Question 8

Which of the following combinations are made up of all warm colors?

Accepted Answer

A)  red,blue,green
B)  yellow,blue,violet
C)  red,yellow,green
D)  yellow,red,orange
E)  orange,blue,greenF) A) and C)
G) C) and E) D

Question 9

Pregnant military personnel were originally permitted to wear civilian clothing when pregnant in lieu of their traditional military uniforms.After implementing this policy,the military observed:

Accepted Answer

A)  grateful personnel who could now wear their own clothes.
B)  jealousy from other personnel who were required to wear uniforms.
C)  a wide array of dress styles on base.
D)  personnel who were upset because they now had to worry about what to wear every day.
E)  discipline and morale problems because these personnel had begun to lose their identification with their roles as soldiers.F) A) and C)
G) D) and E)

Question 10

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Accepted Answer

A)  its parquet dance floor
B)  its ad in the Lexington Herald
C)  dance instructors' experience
D)  its website
E)  its brochure describing the dance lessons and the various payment plansF) A) and B)
G) C) and D)

Question 11

One of the primary roles of a service firm's physical evidence is to package the service.Explain the managerial implications of "packaging the service."

Accepted Answer

The service itself is intangible and,the...

Question 12

Which of the following is NOT an advantage of requiring employees to wear uniforms?

Accepted Answer

A)  Uniforms identify the firm's personnel.
B)  Uniforms help in controlling deviant members.
C)  Uniforms provide price expectations to customers.
D)  Uniforms imply a coherent group structure.
E)  Uniforms present a physical symbol that embodies the group's ideals and attributes.F) A) and B)
G) A) and C)

Question 13

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

Accepted Answer

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 theaterF) All of the above
G) B) and C)

Question 14

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

Accepted Answer

A)  intangibility.
B)  inseparability.
C)  heterogeneity.
D)  socialization.
E)  perishability.F) All of the above
G) B) and C)

Question 15

Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.Consumer approach behavior is demonstrated by:

Accepted Answer

A)  a desire to stay.
B)  a desire to explore and interact.
C)  a desire to communicate.
D)  feelings of satisfaction.
E)  all of these.F) A) and B)
G) C) and D)

Question 16

Which of the following senses conveys more information than any of the others?

Accepted Answer

A)  sight
B)  sound
C)  scent
D)  touch
E)  tasteF) A) and C)
G) A) and E)

Question 17

Which of the following statements pertaining to the location of the firm is false?

Accepted Answer

A)  Location decisions should consider the amount of customer involvement necessary to provide the service.
B)  Low contact firms should consider moving sites that are closer to sources of supply,transportation and labor.
C)  The actual location of high-contact services should be as close to the street as possible.
D)  Parking should be considered when making site selection decisions.
E)  The firm's facility should be compatible with its surrounding environment.F) A) and B)
G) C) and D)

Question 18

The three primary visual stimuli that appeal to consumers on a basic level are:

Accepted Answer

A)  harmony,contrast,and clash.
B)  size,shape,and color.
C)  blue,yellow,and green.
D)  red,blue,and green.
E)  violet,blue,and red.F) A) and D)
G) A) and B)

Question 19

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Accepted Answer

A)  pleasure-displeasure.
B)  arousal-nonarousal.
C)  approach-avoidance.
D)  dominance-submissiveness.
E)  cognitive-physiological.F) A) and B)
G) B) and E)

Question 20

A(n)  ____ is the customer's composite of mental images of the service firm's physical facilities.

Accepted Answer

A)  internal response moderator
B)  perceived servicescape
C)  cognitive response
D)  emotional response
E)  physiological responseF) B) and C)
G) D) and E)

Exam 8: Managing the Firms Physical Evidence

____ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

Correct AnswerverifiedShow Answer

Which of the following colors is associated with coolness,shyness,dignity,and wealth?

Correct AnswerverifiedShow Answer

All of the following statements are true except:

Correct AnswerverifiedB

The emotional states of pleasure-displeasure,arousal-nonarousal,and dominance-submissiveness are types of:

Correct AnswerverifiedShow Answer

____ encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.

Correct AnswerverifiedShow Answer

The actual size of the firm's facility conveys meanings to the firm's target market.Which of the following most accurately describes customer perceptions regarding small facilities?

Correct AnswerverifiedShow Answer

Cognitive responses to the firm's servicescape include all of the following except:

Correct AnswerverifiedD

Which of the following combinations are made up of all warm colors?

Correct AnswerverifiedD

Pregnant military personnel were originally permitted to wear civilian clothing when pregnant in lieu of their traditional military uniforms.After implementing this policy,the military observed:

Correct AnswerverifiedShow Answer

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Correct AnswerverifiedShow Answer

One of the primary roles of a service firm's physical evidence is to package the service.Explain the managerial implications of "packaging the service."

Correct AnswerverifiedThe service itself is intangible and,the...View AnswerShow Answer

Which of the following is NOT an advantage of requiring employees to wear uniforms?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

Correct AnswerverifiedShow Answer

Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.Consumer approach behavior is demonstrated by:

Correct AnswerverifiedShow Answer

Which of the following senses conveys more information than any of the others?

Correct AnswerverifiedShow Answer

Which of the following statements pertaining to the location of the firm is false?

Correct AnswerverifiedShow Answer

The three primary visual stimuli that appeal to consumers on a basic level are:

Correct AnswerverifiedShow Answer

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Correct AnswerverifiedShow Answer

A(n) ____ is the customer's composite of mental images of the service firm's physical facilities.

Correct AnswerverifiedShow Answer

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The service itself is intangible and,the...
View Answer

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