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Multiple Choice Quiz
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1
All aspects of the organization's physical facility are collectively referred to as the:
A)servicespan
B)service encounter arena
C)servicescape
D)service encounter place
E)service ground
2
In a(n) _____ environment, the servicescape must be planned to attract, satisfy, and facilitate the activities of both customers and employees simultaneously.
A)saleable service
B)self-service
C)customized services
D)interpersonal services
E)remote service
3
The servicescape plays all of the following roles EXCEPT:
A)package
B)boundary spanner
C)differentiator
D)facilitator
E)socializer
4
The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model.
A)organic motivator
B)stimulus
C)organism
D)referent
E)role players
5
The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment.
A)perceptual
B)emotional
C)cognitive
D)tensional
E)physiological
6
Sunoco in Canada realizes the importance of physical evidence to determining the value of the service being provided. As a result, it has refurbished its restrooms and committed its station operators to maintaining hygienic restrooms. A clean-smelling restroom is an example of a positive:
A)artifact
B)functional form
C)ambient condition
D)spatial format
E)service symbol
7
The first step in developing an effective physical evidence strategy is to:
A)map the physical evidence of the service
B)assess and identify physical evidence opportunities
C)clarify roles of the servicescape
D)recognize the strategic impact of physical evidence
E)update and modernize the physical evidence
8
Once an organization that is developing a physical evidence strategy has recognized the strategic impact of physical evidence, it must next:
A)update and modernize this physical evidence
B)clarify the tactical roles of the servicescape
C)create a cross-functional work team
D)blueprint the physical evidence of service
E)map the service encounter points





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