Managing the organisations physical evidence

Question 1

What are the 3 categories of physical evidence?

Answer 1

Exterior
Interior
other tangibles (Business cards, stationery, uniforms)

Question 2

What are the 3 ways physical evidence facilitates the service delivery process?

Answer 2

Provides information
Facilitates the process
Manages the socialisation between staff and customer

Question 3

What does the Stimulus Organism Response model reflect?

Answer 3

Environmental stimuli
Emotional states (pleasure, arousal,dominance)
Approach or avoidance

Question 4

What are the elements of the servicescape model?

Answer 4

Physical environmental dimensions (conditions/space/signs)
Holistic environment (perceptions of the servicescape) 
Internal response moderators (pleasure/arousal/dominance)
Internal responses (Cognitive/emotional/physical) 
Behaviour/external response (approach/avoid - socialise) )