Chapter 8: Managing the Firm's Physical Evidence Flashcards Preview

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Flashcards in Chapter 8: Managing the Firm's Physical Evidence Deck (41)
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1

The physical exterior of the service facility; includes the exterior design, signage, parking, landscaping, and the surrounding environment.

Facility exterior

2

The physical interior of the service facility; includes the interior design, equipment used to serve customers, signage, layout, air quality, and temperature.

Facility interior

3

Other items that are part of the firm's physical evidence, such as business cards, stationery, billing statements, reports, employee appearance, uniforms, and brochures.

Other tangibles

4

The process by which an individual adapts to the values, norms, and required behavior patterns of an organization.

Socialization

5

The use of physical evidence to create service environments and its influence on the perceptions and behaviors of individuals.

Environmental psychology

6

A model developed by environmental psychologists to help explain the effects of the service environment on stimuli, emotional states, and responses to those states.

stimulus-organism-response (SOR) model

7

The various elements of the firm's physical evidence.

Stimuli

8

The recipients of the set of stimuli in the service encounter; includes employees and customers.

Organism

9

Consumer's reaction or behavior in response to stimuli.

Responses (outcome)

10

The emotional state that reflects the degree to which consumers and employees feel satisfied with the service experience.

Pleasure-displeasure

11

The emotional state that reflects the degree to which consumers and employees feel excited and stimulated.

Arousal-nonarousal

12

The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment.

Dominance-submissiveness

13

Consumer responses to the set of environmental stimuli that are characterized by a desire to stay or leave an establishment, explore/interact with the service environment or ignore it, or feel satisfaction or disappointment with the service experience.

Approach/avoidance behaviors

14

The use of physical evidence to design service environments.

Servicescapes

15

Services in which employees are physically present while customer involvement in the service production process is at arm's length.

Remote services

16

Service environments that are dominated by the customer's physical presence, such as ATMs or postal kiosks.

Self-services

17

Service environments in which customers and providers interact.

Interpersonal services

18

The distinctive atmosphere of the service setting that includes lighting, air quality, noise, music, and so on.

Ambient conditions

19

Environmental dimensions that include the layout of the facility, the equipment, and the firm's furnishings.

Space/function

20

Environmental physical evidence that includes signage to direct flow of the service process, personal artifacts to personalize the facility, and the style of decor.

Signs, symbols, artifacts

21

Overall perceptions of the servicescape formed by employees and customers based on the physical environmental dimensions.

Holistic environment

22

A composite of mental images of the service firm's physical facilities.

Perceived servicescape

23

Consumers who make purchase based primarily on price.

Economics customers

24

Consumers who wish to be pampered and attended to and who are much less price sensitive.

Personalized customers

25

Consumers who seek convenience over price and personal attention.

Apathetic customers

26

Consumers who support smaller or local firms as opposed to larger or national service providers.

Ethical customers

27

The three basic emotional states of the SOR model that mediate the reaction between the perceived servicescape and customers' and employees' responses to the service environment.

Internal response moderators

28

Consumers' opinions about the provider's ability to perform the service.

Beliefs

29

The process of categorizing servicescapes based on previous experiences.

Categorization

30

Meaning inferred from the firm's use of physical evidence.

Symbolic meaning