Ch 10 Final

Question 1

There is Four main purposes of servicescapes:
What is it?

Answer 1

1. Shape customers’ experiences and behaviors .
2. Signal quality and position, differentiate, and strengthen brand.
3. Be a core component of value proposition.
4. Facilitate service encounter and enhance bothservice quality and productivity.

Question 2

Consumer Responses to Service Environments

Answer 2

1- The Stimulus- Organism- Response (SOR) Model

2- Valence and Intensity Model of Affect

Question 3

When is the Environments are stimulating:

Answer 3

– when they are complex
– include motion or change
– have novel and surprising elements

Question 4

The main dimensions of the service environment in the servicescape model are:

Answer 4

 ambient conditions
 space and functionality
 signs, symbols, and artifacts

Question 5

What is the Ambient dimensions?
3

Answer 5

• Music
• Scent
• Color