Chapter 8: Managing the Firm's Physical Evidence

Question 1

The physical exterior of the service facility; includes the exterior design, signage, parking, landscaping, and the surrounding environment.

Answer 1

Facility exterior

Question 2

The physical interior of the service facility; includes the interior design, equipment used to serve customers, signage, layout, air quality, and temperature.

Answer 2

Facility interior

Question 3

Other items that are part of the firm’s physical evidence, such as business cards, stationery, billing statements, reports, employee appearance, uniforms, and brochures.

Answer 3

Other tangibles

Question 4

The process by which an individual adapts to the values, norms, and required behavior patterns of an organization.

Answer 4

Socialization

Question 5

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

Answer 5

Environmental psychology

Question 6

A model developed by environmental psychologists to help explain the effects of the service environment on stimuli, emotional states, and responses to those states.

Answer 6

stimulus-organism-response (SOR) model

Question 7

The various elements of the firm’s physical evidence.

Answer 7

Stimuli

Question 8

The recipients of the set of stimuli in the service encounter; includes employees and customers.

Answer 8

Organism

Question 9

Consumer’s reaction or behavior in response to stimuli.

Answer 9

Responses (outcome)

Question 10

The emotional state that reflects the degree to which consumers and employees feel satisfied with the service experience.

Answer 10

Pleasure-displeasure

Question 11

The emotional state that reflects the degree to which consumers and employees feel excited and stimulated.

Answer 11

Arousal-nonarousal

Question 12

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

Answer 12

Dominance-submissiveness

Question 13

Consumer responses to the set of environmental stimuli that are characterized by a desire to stay or leave an establishment, explore/interact with the service environment or ignore it, or feel satisfaction or disappointment with the service experience.

Answer 13

Approach/avoidance behaviors

Question 14

The use of physical evidence to design service environments.

Answer 14

Servicescapes

Question 15

Services in which employees are physically present while customer involvement in the service production process is at arm’s length.

Answer 15

Remote services

Question 16

Service environments that are dominated by the customer’s physical presence, such as ATMs or postal kiosks.

Answer 16

Self-services

Question 17

Service environments in which customers and providers interact.

Answer 17

Interpersonal services

Question 18

The distinctive atmosphere of the service setting that includes lighting, air quality, noise, music, and so on.

Answer 18

Ambient conditions

Question 19

Environmental dimensions that include the layout of the facility, the equipment, and the firm’s furnishings.

Answer 19

Space/function

Question 20

Environmental physical evidence that includes signage to direct flow of the service process, personal artifacts to personalize the facility, and the style of decor.

Answer 20

Signs, symbols, artifacts

Question 21

Overall perceptions of the servicescape formed by employees and customers based on the physical environmental dimensions.

Answer 21

Holistic environment

Question 22

A composite of mental images of the service firm’s physical facilities.

Answer 22

Perceived servicescape

Question 23

Consumers who make purchase based primarily on price.

Answer 23

Economics customers

Question 24

Consumers who wish to be pampered and attended to and who are much less price sensitive.

Answer 24

Personalized customers

Question 25

Consumers who seek convenience over price and personal attention.

Answer 25

Apathetic customers

Question 26

Consumers who support smaller or local firms as opposed to larger or national service providers.

Answer 26

Ethical customers

Question 27

The three basic emotional states of the SOR model that mediate the reaction between the perceived servicescape and customers’ and employees’ responses to the service environment.

Answer 27

Internal response moderators

Question 28

Consumers’ opinions about the provider’s ability to perform the service.

Answer 28

Beliefs

Question 29

The process of categorizing servicescapes based on previous experiences.

Answer 29

Categorization

Question 30

Meaning inferred from the firm’s use of physical evidence.

Answer 30

Symbolic meaning

Question 31

Feelings that are a result of the servicescape.

Answer 31

Emotional responses

Question 32

Responses to the firm’s physical environment based on pain or comfort.

Answer 32

Physiological responses

Question 33

Responses to the servicescape that are typically described as approach and avoidance behaviors.

Answer 33

Individual behaviors

Question 34

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

Answer 34

Size/shape/colours

Question 35

Visual agreement associated with quieter, plusher, and more formal business settings.

Answer 35

Harmony

Question 36

Visual effects associated with exciting, cheerful, and informal business settings.

Answer 36

Contrast/clash

Question 37

The actual colour, such as red, blue, yellow, or green.

Answer 37

Hue

Question 38

The lightness and darkness of the colours.

Answer 38

Value

Question 39

Darker values.

Answer 39

Shades

Question 40

Lighter values.

Answer 40

Tints

Question 41

The brightness or the dullness of the colours.

Answer 41

Intensity