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問題数 51 • 2024/11/06
  • Julliane De Vera
    • 通報

    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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