Vocab
The actual color such as red, blue, yellow or green
Hue
Recognizing the set of _____ that are commonly used when developing service environments
Stimuli
The 3 primary visual stimuli that appeal to consumers are??
Size, shape and Colors
Give an example of a retailer with a positive facility exterior?
Includes exterior design, signage, parking, landscaping
Consumers who support smaller or local firms as opposed to larger or national service providers
Ethical customers
Mediates the _____ between the perceived servicescape and the customers and employees responses to the service environment
Reaction
What are the 3 types of internal responses?
Cognitive responses, emotional responses, and physiological responses
Give an example of a store that an ethical customer would shop at?
any local store
Visual agreement associated with quieter, plusher, and more formal business settings
Harmony
Due to the _____ nature of services, the importance of physical evidence as a services marketing tool cannot be overstated
intangible
What are the 3 major roles of sound appeals?
Mood setter, attention grabber, and informer
Give an example of a place that a personalized customer would shop at?
Anything fancy
Responses to the firms physical environment based on comfort or pain
Physiological Responses
Responses to the servicescape that are typically described as _____ or _____ behaviors
Approach and Avoidance
What are the 3 components of the SOR model?
Set of stimuli, organism component, a set of responses or outcomes
Give an example of an interpersonal service?
Hotel, restaurant, bank, airline
Overall perceptions of the servicescape formed by employees and customers based on the physical environmental dimensions
Holistic Environment
The chances of a product's selling ____ substantially when the consumer handles the product
Increases
What are the 5 stages of the servicescape model?
Physical environmental Dimensions, Holistic Environment, Internal response moderators, Internal Responses, behavior responses
Give an example of an "other tangible" from the book
Business cards, stationary, billing statements, reports, employee appearance, uniform, brochures, website