THC 107 MIDTERM QUIZ 2

What is the term used to describe the actual, physical environment where the act of service is performed, delivered and consumed?

• Servicescape

• Experienscape

• Ambiance

• Spatial layout

What does the servicescape make it easy for the owners, management team, and staff to do?

• Increase profits

• Reduce costs

• Deliver the image they would want to project to their guests

• Improve employee satisfaction

Which of the following is NOT one of the dimensions of the servicescape mentioned in the document?

• Ambient conditions

• Spatial layout

• Signs, symbols and artifacts

• Functional value

Which dimension of the servicescape refers to the arrangement of furniture and equipment inside the service delivery locations?

• Ambient conditions

• Spatial layout

• Signs, symbols and artifacts

• Functional congruence

Which dimension of the servicescape refers to the use of colors, textures, sounds, scents and spatial design to enhance the desired service experience?

• Ambient conditions

• Spatial layout

• Signs, symbols and artifacts

• Effect creating medium

Which of the following is NOT listed as an importance of the servicescape?

• Expectation setting

• Mood and emotion

• Employee satisfaction

• Increasing profits

What does the term "functional congruence" refer to in the context of the servicescape?

• The arrangement of furniture and equipment

• The use of sensory elements to enhance the experience

• The consistency between the physical environment and guest expectations

• The natural and cultural stimuli in the environment

The document states that the servicescape is important for which of the following reasons?

• It allows the service team and guests to interact with each other

• It contributes to the employees' welfare and development

• It allows the guest to co-produce the service experience

• All of the above

What is the term used to describe the product or service environment's sensory, functional, social, natural and cultural stimuli that contribute to an experience?

• Servicescape

• Experienscape

• Ambiance

• Spatial layout

Which dimension of the servicescape refers to the use of symbols and signage to communicate information to customers?

• Ambient conditions

• Spatial layout

• Signs, symbols and artifacts

• Functional congruence