he _____ of Russell’s Model of Affect is its simplicity as it allows a direct ______ of how customers feel while they are in the ______ environment.
weakness; assessment; service
strength; explanation; service
strength; explanation; commercial
strength; assessment; service
strength; assessment; commercial
A frontline staff member with low self-esteem may experience what type of conflict?
Organisation–client
Internal–external
Inter-client
Psychological–financial
Person–role
The Munsell (1996) system used in psychological research, defines three dimensions of colour which are:
hue, value and chroma
hue, depth and chroma
shade, value and chroma
hue, value and chromatic
hue, depth and chromatic
Frontline employees who anticipate customers’ needs are examples of the truism that highly ____ people are the core of service excellence.
successful
supported
organised
trained
motivated
Which of the following is NOT a sign, symbol or artifact that would be a useful addition to a store car park?
Disabled parking
Safety lighting
Car detailing
Fresh painting
Parent parking
Which of the following is an ambient dimension within the Mary Jo Bitner (1992) servicescape model?
Layout
Music
Signs
Furnishings
Style of decor
Which of the following actions would help call centre staff to handle role stressors?
Working with frontline employees to identify and resolve role ambiguity
Recruiting staff who score low in job resourcefulness
Using professional trainers, not other frontline employees, to deliver training
Simplifying work with a culture that is ‘just a call centre’
Strictly following scripts, rather than leaving situations to employees’ discretion
Which of the following is an example that illustrates customers’ internal responses shaping their behaviour in a servicescape?
Employees in a store hate the music, so they feel irritable
Shoppers in a store do not understand the layout, so they feel confused
Visitors to a theme park notice that it is hot, so they feel uncomfortable
Visitors to a theme park feel happy and excited, so they stay longer
Employees in a store feel irritable, so they deliver poor service
Singapore Airlines, which has small units of employees fly together, illustrates one of the more successful methods of encouraging the delivery of service excellence in large organisations. That method is to:
pay higher salaries
give extra leave
have strict guidelines
increase supervision
create a team culture
Newsletters, corporate magazines, intranets, displays, prizes and recognition programs are all examples of:
internal marketing
corporate promotion
Internet marketing
employee marketing
corporate marketing
The statement ‘Although individuals often perceive particular aspects or individual design features of an environment, it is the total configuration of all those design features that determines the consumer responses’ would best be described as a:
servicescape
functionality
spatial layout
service environment
holistic approach
What does it mean to ‘use the service environment as a message-creating medium’?
Use sounds, scents, and more to heighten consumers’ appetite for services
Make the servicescape stand out from competing establishments
Employ colours, textures, etc. to enhance the service experience
Use symbolic cues to communicate the distinctive nature of the service experience
Attract the attention of target segments
The service profit chain, developed from analyses of successful service organisations, puts ___ values on ____ measures.
customer; company
quantifiable; consumer
social; financial
hard; soft
soft; hard
In a study of Holiday Inn employees, managers’ behavioural integrity was correlated to employees’ ____________.
belief in the company’s profit objectives
level of person–role conflict
definition of the company’s core values
trust, commitment, and willingness to go the extra mile
demands for higher pa
_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.
Employee sabotage
Service failure
Service sabotage
Satisfaction failure
Satisfaction sabotage
Which of the following is NOT an important reason why the physical service environment is so important for service-based industries?
It is an important part of the marketing mix.
It can undermine the service experience.
It plays an important role in shaping the service experience.
It plays an important role in enhancing the service experience.
The single most important factor when designing or redesigning servicescapes is:
the consumer
the staff
the environment
the aesthetics
If you are using music to discourage patrons that are undesirable, one of the most important points is that:
quiet music is most effective
loud music is most effective
discordant music is most effective
military music is most effective
music that is unfamiliar is most effective
