1. What are the two distinct elements of interest in emotional responses?
Answer
Correct Answer:
Pleasure/displeasure and arousal
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2. What does the cognitive experience depend on?
Answer
Correct Answer:
The knowledge brought into the experience
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3. What is an example of an information-lean environment?
Answer
Correct Answer:
Going to a boutique hotel for the first time in a new city
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4. What is an example of an information-rich environment?
Answer
Correct Answer:
Being a Hilton Honors rewards member for the past 10 years
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5. A person getting choked up when they walk onto campus for a college reunion is an example of what type of response to the servicescape?
Answer
Correct Answer:
Emotionally
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6. What may affect a guest’s mood when reacting to the perceived servicescape?
Answer
Correct Answer:
All of these
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7. Westin Hotels introduced what competitive advantage based on differentiating a functional component of a hotel?
Answer
Correct Answer:
“heavenly bed”
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8. What hospitality industry offers a classic example of how the placement of facilities within a space is related to the level and character of the guest experience provided?
Answer
Correct Answer:
Restaurant
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9. Which of these makes up the first group of factors in the Servicescape model?
Answer
Correct Answer:
The organization’s use of its space
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10. Regarding the value of the setting, what issues has become more important than ever?
Answer
Correct Answer:
Safety and security
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11. Which of the following is a co-producer of service?
Answer
Correct Answer:
The employees
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12. What test may a guest use to evaluate a restaurant?
Answer
Correct Answer:
Rest Room test
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13. What is an example of a particularly potent environmental factor?
Answer
Correct Answer:
Music
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14. What term best describes “The organization and presentation of the guest experience around a unifying idea of theme”?
Answer
Correct Answer:
Theming
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15. What brand uses the term “The Show”?
Answer
Correct Answer:
Disney
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16. The organization and presentation of the guest experience around a unifying idea or theme is known as _______ .
Answer
Correct Answer:
Theming
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17. “The show” is disney terms for everyone and everything that interfaces or interacts with guests on a Disney property.
Answer
Correct Answer:
True
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18. Information-rich environment is an environment in which guests are expected to be familiar with the setting or have few ________ to make.
Answer
Correct Answer:
Both a & b
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19. An environment in which guests are expected to be unfamiliar with the setting is known as ________ .
Answer
Correct Answer:
Information-lean environment
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