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28 Cards in this Set
- Front
- Back
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What is a service environment called? |
Service scape |
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In environmental psychology what is 5 he typical outcome? |
Approach or avoidence |
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What are the two dimensions of Russell affect? |
Pleasure and arousal |
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Describe an ambient condition |
Music, scents color and light |
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What is a more sophisticated flow chart |
Blue printing |
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What are the four process of a flow chart? |
People, possession, mental stimulus, information |
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Give example of mental stimulus processing |
Watching the weather forcast |
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What is the difference between front and back stage? |
Customers see the front stage |
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What's the line of visibly |
Where guest can see employees |
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What are fail points? |
Where blue prints have the potential to go wrong |
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What involves product capicitu |
Physical facilities designed to: contain customers, storing or processing goods, physical equipment, labor, and infrastructure |
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What happens when demand exceeds maximum capacity? |
No one is turned away but conditions are crowded and customers believe a deterioration of quality |
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When staff and facilities are busy without being over worked. .. |
Demand and supply ate balanced |
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What happens at excess capacity |
Low productivity |
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How do you adjust to capacity |
Schedule downtime when there is low demand. Cross train employees. Use part time employees. Invite customs to perform self service |
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When customers proceed through several serving stage |
Single line, sequential stages |
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Types of lines |
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What type of information do managers need to create an effective strategy |
Historical data. segment by segment. Customer attitude. Customer opinion |
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How dad can be managed |
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What are the key points in the purpose of service enviroment |
Engineer the experience to shape beavior 2. Convey the planned image and support it 3. Be part of value proposition 4. Facilitate the service encounter and enhance service and quality |
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What uses symbolic cues to communicate |
Message creating medium |
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What's an attention creating medium |
Make the services cape stand out |
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Define effect creating medium |
Employs color texture sound scent and spatial design |
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Russell model of affect |
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Servicescape |
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Single line to multiple servers |
Like wells fargo |
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Single line to single server |
Like 10 item or less |
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Parallel lines to multiple servers |
Like Walmart lots of customers lots of lines |
