Chapter 10 :Crafting The Service Environment

Question 1

Also called servicescape relate to the style and appearance

Answer 1

Service environment

Question 2

Purpose of service environment

Answer 2

-Shape customers’ experience and behavior
-Signal quality and position and
Different and strengthen the brand
-Core components of the value proposition
-Facilitate the service encounter and enhance productivity

Question 3

Study how people respond to particular environment

Answer 3

Environment Psychology

Question 4

Key drivers of customer response

Answer 4

Feelings

Question 5

Key drivers or customer

Answer 5

Feelings

Question 6

Model hold that our feelings are central

Answer 6

Mehrabian-Russell stimulus -response

Question 7

Hold that effect can be modeled with the two interacting dimension

Answer 7

Russelle’s Model of affect

Question 8

Is a direct, subject response to the environment

Answer 8

Pleasure

Question 9

Refers to how stimulated the individual feel

Answer 9

Arousal

Question 10

-Refers to those character of the environment the pertain to our senses
-Refers to a number of often intangible

Answer 10

Ambient condition

Question 11

The effect of ambient condition

Answer 11

Music
scent

Question 12

Can have powerful effect on perception

Answer 12

Music

Question 13

-Is the next important ambient dimensions
-can strongly impact mood

Answer 13

Scent

Question 14

Can have strong effect on people feelings

Answer 14

Color

Question 15

Are associated with elated mood

Answer 15

Warm color

Question 16

Reduce arousal level and could elicit color

Answer 16

Cold color

Question 17

Use psychological research is themunsell system

Answer 17

Defecto system

Question 18

Pigment of color

Answer 18

Hue

Question 19

Degree of lightness

Answer 19

Value

Question 20

Refers to the hue intensity

Answer 20

Chroma