ENUMERATION CHAPTER 10

Question 1

Two important models help us better understand consumer responses to service environments.

Answer 1

Mehrabian–Russell Stimulus–Response.

Russell’s Model of Affect- Holds that affect

Question 2

THE EFFECT OF AMBIENT CONDITIONS

Answer 2

1. MUSIC
2. SCENT
3. COLOR
4. WARM COLORS
5. COLD COLORS
6. HUE

Question 3

DIMENSIONS OF THE SERVICE ENVIRONMENT

Answer 3

1. Ambient conditions
2. Spatial Layout and Functionality
3. Signs, Symbols, and Artifacts

Question 4

TOOLS TO DETERMINE HOW CUSTOMERS USE
SERVICESCAPES

Answer 4

1. Keen observation
2. Feedback and ideas from frontline staff and customers
3. Photo audit
4. Field experiments
5. Blueprinting or flowcharting