Exam (elaborations)
MNM3713 OCTOBER NOVEMBER PORTFOLIO
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MNM3713 OCTOBER NOVEMBERPORTFOLIO (COMPLETE ANSWERS)
Semester 2 2024
, MNM3713 OCTOBER NOVEMBER PORTFOLIO (COMPLETE
ANSWERS) Semester 2 2024
QUESTION 1 1. Individual behaviours Describe how the physical
layout of the environment influences customer movements and
behaviors. Support your answer with a screenshot or image of the
environment. (3) 2. Social Interactions How does the design of the
space promote or inhibit social interactions between customers
and service employees, or among customers? Support your
answer with a screenshot or image of the environment. (3) 3.
Environment and cognition What cognitive reactions do
customers and employees display in response to the environment?
Support your answer with a screenshot or image of the
environment. (3) 4. Environment and emotion Observe and
describe the emotional responses customers exhibit. For instance,
are they calm, frustrated, or happy? Support your answer with a
screenshot or image of the environment. (3) 4. Environment and
physiology Are there any visible physiological reactions to the
environment? Support your answer with a screenshot or image of
the environment (3) 10
To answer these questions effectively, it would help to choose a specific environment, such
as a restaurant, retail store, or service area, and analyze how its design affects customer
behavior and interactions. However, I can guide you on how to structure each answer.
1. Individual Behaviors
Answer: Describe how the physical layout—such as aisles, displays, and entrances—
guides customers. For example, wider aisles might encourage customers to linger,
while narrower aisles or strategically placed product displays may direct them toward
certain products.
Support: Include an image or screenshot of a similar layout to illustrate customer
flow patterns.
2. Social Interactions
Answer: Analyze how the design promotes or inhibits social interaction. Open seating
or waiting areas can facilitate interactions among customers, while physical barriers
or separate counters may limit contact between customers and employees.
Support: Use an image of an open or closed-off layout to illustrate this dynamic.
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