4 | 暗記メーカー

暗記メーカー

4

51問 • 1年前

Julliane De Vera

問題一覧

1

another term for service environment

servicescape

2

important in establishing guest experience; helps firm to create distinctive image and unique positioning

servicescape

3

symbolic cues to communicate the distinctive nature and quality of the service experience

message-creating medium

4

make servicescape stand out from competition and attract customers from target segment

attention-creating medium

5

use colors, textures, sounds, scents and spatial design to enhance desired service experience

effect-creating medium

6

service environment affects buyer behaviour in three ways

message-creating medium attention-creating medium effect-creating medium

7

paano ka kikilos in a certain place; you may act differently in different places (eg luxxe hotel compare to normal hotel)

co-creation of value

8

help shape appropriate feelings and reactions in customers and employees

physical surroundings

9

feelings are a key driver of customer responses to service environment; simple yet fundamental model of how people respond to environment

the mehrabian-russell stimulus-response model

10

dimensions of affect; emotional responses to environmentas can be described along two main dimensions

pleasure arousal

11

it drives behaviour

feelings

12

direct, subjective, depending on how much individual likes or dislikes environment

pleasure

13

how stimulated individual feels, depend largely on information rate or load of an environment

arousal

14

allows a direct assessment of how customers feel

simplicity

15

affect can be caused by

perceptions and cognitive processes

16

determine how people feel in a service setting

simple cognitive processes

17

identifies the main dimensions in a service environment and views them holistically

bitner's servicescape model

18

internal customer and employee responses can be categorized into

cognitive, emotional, psychological

19

main dimensions in servicescape model

ambient conditions, spatial layout and functionality, signs, symbols, and artifacts

20

characteristics of environment pertaining to our five sense

ambient conditions

21

floorplan; size and shape of furnishings, counters, how they are arranged

spatial layout

22

ability of those items to facilitate performance

functionality

23

shapes how we do things

environment

24

ambient conditions

music, scent, color

25

have a powerful effect on perception and behaviors, even if playes at barely audible levels

music

26

type of beat that generates more money, and make the guests stay longer

slow-beat music environment

27

is the one that pervades an environment; may or may not be consciously perceived by customers; not related to any particular product

ambient smell

28

toning and stimulating; stimulating and energizing

eucalyptus

29

calming, balancing, soothing; relaxing and calming

lavender

30

energizing, uplifting; soothing energy levels

lemon

31

balancing, soothing; balancing people's emotions

black pepper

32

can be stimulating, calming, expressive, disturbing, impressional, cultural, exuberant, symbolic; pervades every aspect of our lives

colors

33

three dimensions of colors

hue, value, chroma

34

pigment of the color

hue

35

is the degree of lightness or darkness of the color

value

36

refers to hue-intensity l, saturation, brilliance

chroma

37

earth; high energy and passion, can excite and stimulate

red

38

sunset; emotions, expression, warmth

orange

39

sun; optimism, clarity, intellect, mood enhancing

yellow

40

growth, grass, and trees; nurturing, healing, unconditional love

green

41

sky and ocean; relaxation, serenity, loyalty

blue

42

sunset; mediation and spirituality

indigo

43

spirituality, reduces stress, can create an inner feeling of calm

violet

44

formal color

neutral colors

45

guide customers clearly through process of service delivery

signs, symbols, and artifacts

46

consumer perceive service environment ______; servicescape has to be seen_____

holistically

47

vision of what should be

theme

48

taking into accounts the input and put it into a plan; physical evidence of environment

blueprinting

49

shapes customer's experiences and behaviour; facilitate service encounter

service environment

50

service environment should be design from_____

customer's perspective

51

composed of hundreds of design elements and details that must work together to create desired service environment

ambient environment

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問題一覧

1

another term for service environment

servicescape

2

important in establishing guest experience; helps firm to create distinctive image and unique positioning

servicescape

3

symbolic cues to communicate the distinctive nature and quality of the service experience

message-creating medium

4

make servicescape stand out from competition and attract customers from target segment

attention-creating medium

5

use colors, textures, sounds, scents and spatial design to enhance desired service experience

effect-creating medium

6

service environment affects buyer behaviour in three ways

message-creating medium attention-creating medium effect-creating medium

7

paano ka kikilos in a certain place; you may act differently in different places (eg luxxe hotel compare to normal hotel)

co-creation of value

8

help shape appropriate feelings and reactions in customers and employees

physical surroundings

9

feelings are a key driver of customer responses to service environment; simple yet fundamental model of how people respond to environment

the mehrabian-russell stimulus-response model

10

dimensions of affect; emotional responses to environmentas can be described along two main dimensions

pleasure arousal

11

it drives behaviour

feelings

12

direct, subjective, depending on how much individual likes or dislikes environment

pleasure

13

how stimulated individual feels, depend largely on information rate or load of an environment

arousal

14

allows a direct assessment of how customers feel

simplicity

15

affect can be caused by

perceptions and cognitive processes

16

determine how people feel in a service setting

simple cognitive processes

17

identifies the main dimensions in a service environment and views them holistically

bitner's servicescape model

18

internal customer and employee responses can be categorized into

cognitive, emotional, psychological

19

main dimensions in servicescape model

ambient conditions, spatial layout and functionality, signs, symbols, and artifacts

20

characteristics of environment pertaining to our five sense

ambient conditions

21

floorplan; size and shape of furnishings, counters, how they are arranged

spatial layout

22

ability of those items to facilitate performance

functionality

23

shapes how we do things

environment

24

ambient conditions

music, scent, color

25

have a powerful effect on perception and behaviors, even if playes at barely audible levels

music

26

type of beat that generates more money, and make the guests stay longer

slow-beat music environment

27

is the one that pervades an environment; may or may not be consciously perceived by customers; not related to any particular product

ambient smell

28

toning and stimulating; stimulating and energizing

eucalyptus

29

calming, balancing, soothing; relaxing and calming

lavender

30

energizing, uplifting; soothing energy levels

lemon

31

balancing, soothing; balancing people's emotions

black pepper

32

can be stimulating, calming, expressive, disturbing, impressional, cultural, exuberant, symbolic; pervades every aspect of our lives

colors

33

three dimensions of colors

hue, value, chroma

34

pigment of the color

hue

35

is the degree of lightness or darkness of the color

value

36

refers to hue-intensity l, saturation, brilliance

chroma

37

earth; high energy and passion, can excite and stimulate

red

38

sunset; emotions, expression, warmth

orange

39

sun; optimism, clarity, intellect, mood enhancing

yellow

40

growth, grass, and trees; nurturing, healing, unconditional love

green

41

sky and ocean; relaxation, serenity, loyalty

blue

42

sunset; mediation and spirituality

indigo

43

spirituality, reduces stress, can create an inner feeling of calm

violet

44

formal color

neutral colors

45

guide customers clearly through process of service delivery

signs, symbols, and artifacts

46

consumer perceive service environment ______; servicescape has to be seen_____

holistically

47

vision of what should be

theme

48

taking into accounts the input and put it into a plan; physical evidence of environment

blueprinting

49

shapes customer's experiences and behaviour; facilitate service encounter

service environment

50

service environment should be design from_____

customer's perspective

51

composed of hundreds of design elements and details that must work together to create desired service environment

ambient environment