Service setting

What is the servicescape?

• The physical environment where the act of service is performed

• The theme used to create a feeling of immersion

• The emotional connection with the guest's experience

• The overall mood of the guests

What is theming in the servicescape?

• Creating a specific ambiance or programming in the service setting

• Adding 'wow' to the guest experience

• Enhancing the guest's experience and making it memorable

• Creating an emotional connection with the experience

Why is it important for the theme of a restaurant to be consistent with the food served?

• To create a feeling of immersion for the guests

• To set the guest's expectations for the products and services

• To provide more than the guests expect

• To enhance the guest's experience and make it memorable

What are the advantages of applying a theme in a tourism and hospitality organization?

• Creating a first impression, giving guests something to talk about, adding 'wow' to the experience, enhancing the guest's experience, and creating an emotional connection

• Setting the guest's expectations, giving guests something to talk about, adding 'wow' to the experience, enhancing the guest's experience, and creating an emotional connection

• Creating a first impression, giving guests something to talk about, adding 'wow' to the experience, enhancing the guest's experience, and making it memorable

• Setting the guest's expectations, giving guests something to talk about, adding 'wow' to the experience, enhancing the guest's experience, and making it memorable

What are the principles of designing tourism establishments?

• Everything should have a purpose, design for both employees and guests, function and aesthetics should be present, set up a substantial experience, set up an appropriate experience, adhere to technical requirements, and comply with needs at the lowest possible cost

• Everything should have a purpose, design for both employees and guests, function and aesthetics should be present, set up a substantial experience, set up an appropriate experience, adhere to technical requirements, and establish design with less supervision

• Everything should have a purpose, design for both employees and guests, function and aesthetics should be present, set up a substantial experience, set up an appropriate experience, adhere to technical requirements, and implement design with less supervision

• Everything should have a purpose, design for both employees and guests, function and aesthetics should be present, set up a substantial experience, set up an appropriate experience, adhere to technical requirements, and comply with needs at the lowest possible cost

What does functional congruence refer to in the design of a servicescape?

• How well something with a functional purpose fits into the environment

• The arrangement and accessibility of equipment and furnishings

• The explicit physical representations of information

• The presence of other people within the environment

What are the components of the servicescape that guests perceive?

• Ambient conditions, use of space, functional congruence, signs, symbols, and artifacts, and other people

• Ambient conditions, functional congruence, signs, symbols, and artifacts, other people, and perceived service environment

• Use of space, functional congruence, signs, symbols, and artifacts, other people, and perceived service environment

• Ambient conditions, use of space, signs, symbols, and artifacts, other people, and perceived service environment

What are the factors that moderate a guest's response to the servicescape?

• Mood, personality, expectations, and demographic characteristics

• Physiological, cognitive, and emotional responses

• Ambient conditions, use of space, functional congruence, signs, symbols, and artifacts, and other people

• Physiological responses, cognitive responses, and emotional responses

What are the three general response types to the servicescape?

• Physiological, cognitive, and emotional

• Ambient conditions, use of space, and functional congruence

• Signs, symbols, and artifacts, and other people

• Mood, personality, expectations, and demographics

What outcomes can result from a guest's response to the servicescape?

• Choosing to come and stay or stay away

• Physiological, cognitive, and emotional responses

• Ambient conditions, use of space, functional congruence, signs, symbols, and artifacts, and other people

• Mood, personality, expectations, and demographics