Questions from Service Marketing

Q: Explain the dimensions of ambient conditions and the ways in which each

Explain the dimensions of ambient conditions and the ways in which each can influence customer responses to the service environment.

Q: What are the roles of signs, symbols, and artifacts?

What are the roles of signs, symbols, and artifacts?

Q: Why is it important to consider the distribution of core and supplementary

Why is it important to consider the distribution of core and supplementary services both separately and jointly?

Q: What are the implications of the fact that service environments are perceived

What are the implications of the fact that service environments are perceived holistically?

Q: What tools are available for aiding our understanding of customer responses and

What tools are available for aiding our understanding of customer responses and for guiding the design and improvement of service environments?

Q: What are the four main purposes service environments fulfill?

What are the four main purposes service environments fulfill?

Q: Describe how the Mehrabian-Russell Stimulus- Response Model and Russell’s

Describe how the Mehrabian-Russell Stimulus- Response Model and Russell’s Model of Affect explain consumer responses to a service environment.

Q: What is the relationship or link between Russell’s Model of Affect and

What is the relationship or link between Russell’s Model of Affect and the services cape model?

Q: An airline runs a recruiting advertisement for cabin crew that shows a

An airline runs a recruiting advertisement for cabin crew that shows a picture of a small boy sitting in an airline seat and clutching a teddy bear. The headline reads: “His mom told him not to talk t...

Q: Which issues do you see as most likely to create boundary-

Which issues do you see as most likely to create boundary-spanning problems for employees in a customer-contact center at a major internet service provider? Select four issues and indicate how you wou...