Vocabulary With Context Clues The Necklace

Trying to prepare yourself for your next reading test? Whether youre prepping for the verbal section of the GRE, the reading test of the ACT or SAT, or a typical reading comprehension exam in class, youll probably have to understand vocabulary words in context. Sure, youll also find standard questions about finding the main idea, distinguishing the authors purpose, and making inferences, but those can be tricky whereas vocabulary words in context are typically the easier ones to manage if you complete some vocab practice. Read the passage below and answer the corresponding questions. Teachers, use the printable worksheet for easy sub plans or vocab practice as you see fit. Practice Reading Excerpt Adapted from The Necklace by Guy de Maupassant She was one of those pretty and charming girls born, as though fate had blundered over her, into a family of artisans. She had no marriage portion, no expectations, no means of getting known, understood, loved, and wedded by a man of wealth and distinction; and she let herself be married off to a little clerk in the Ministry of Education. Her tastes were simple because she had never been able to afford any other, but she was as unhappy as though she had married beneath her; for women have no caste or class, their beauty, grace, and charm serving them for birth or family, their natural delicacy, their instinctive elegance, their nimbleness of wit, are their only mark of rank, and put the slum girl on a level with the highest lady in the land. She suffered endlessly, feeling herself born for every delicacy and luxury. She suffered from the poorness of her house, from its mean walls, worn chairs, and ugly curtains. All these things, of which other women of her class would not even have been aware, tormented and insulted her. The sight of the little Breton girl who came to do the work in her little house aroused heart-broken regrets and hopeless dreams in her mind. She imagined silent antechambers, heavy with Oriental tapestries, lit by torches in lofty bronze sockets, with two tall footmen in knee-breeches sleeping in large armchairs, overcome by the heavy warmth of the stove. She imagined vast saloons hung with antique silks, exquisite pieces of furniture supporting priceless ornaments, and small, charming, perfumed rooms, created just for little parties of intimate friends, men who were famous and sought after, whose homage roused every other womans envious longings. When she sat down for dinner at the round table covered with a three-days-old cloth, opposite her husband, who took the cover off the soup-tureen, exclaiming delightedly: Aha! Scotch broth! What could be better? she imagined delicate meals, gleaming silver, tapestries peopling the walls with folk of a past age and strange birds in faery forests; she imagined delicate food served in marvelous dishes, murmured gallantries, listened to with an inscrutable smile as one trifled with the rosy flesh of trout or wings of asparagus chicken. She had no clothes, no jewels, nothing. And these were the only things she loved; she felt that she was made for them. She had longed so eagerly to charm, to be desired, to be wildly attractive and sought after. She had a rich friend, an old school friend whom she refused to visit because she suffered so keenly when she returned home. She would weep whole days, with grief, regret, despair, and misery. ******** One evening her husband came home with an exultant air, holding a large envelope in his hand. Heres something for you, he said. Swiftly she tore the paper and drew out a printed card on which were these words: The Minister of Education and Madame Ramponneau request the pleasure of the company of Monsieur and Madame Loisel at the Ministry on the evening of Monday, January the 18th. Instead of being delighted, as her husband hoped, she flung the invitation petulantly across the table, murmuring: What do you want me to do with this? Why, darling, I thought youd be pleased. You never go out, and this is a great occasion. I had tremendous trouble to get it. Everyone wants one; its very select, and very few go to the clerks. Youll see all the really big people there. Practice Questions Answers to the exercise  are available online. 1. As it is used at the beginning of paragraph 1, the word  blundered most nearly means: trippederredconnivedmistookcareened 2. As it is used in paragraph two, the word mean in the phrase, from its mean walls most nearly means: callousmenialsnidenormalstingy 3. As it is used near the end of paragraph three, the word gallantries most nearly means: courageousnessetiquettechatterflatterycoquettishness 4. As it is used at the beginning of the dialogue sequence, the word exultant most nearly means: triumphantpretentiousexaltedchipperhilarious 5. As it is used in this phrase, Everyone wants one; its very select, and very few go to the clerks The word select most nearly means: preferableeclecticuniqueeliteappropriate

John Edgar Hoover The First Director Of The Federal...

The biggest name in 20th century American law enforcement in United States history is John Edgar Hoover. John Edgar Hoover was the first Director of the Federal Bureau of Investigation. He was appointed in 1924 and died in office in 1972. He stayed in power from President Calvin Coolidge to President Richard Nixon. His agents brought down some of the most notorious crime bosses in the U.S. He had changed the way police look at crime scenes. John Edgar Hoover was born on January 01, 1895 in Washington, D.C. His parents’ names were Dickerson Naylor Hoover, Sr. and Annie Marie Scheitlin Hoover. John Edgar Hoover had several siblings brother, Dickerson, Jr. and a sister, Lillian. He also had a younger sister, Sadie Marguerite, who died at the age of three of diphtheria. He was a lifelong resident of the District of Columbia. He graduated from Central High School as the class valedictorian. He graduated from George Washington University Law School in 1916 (Hoover Foundation, 2016). Mr. Hoover started out in the Department of Justice in July of 1917. He started out as a messenger for the Library of Congress. He impressed all of his supervisors and was excellent at his work. President Woodrow Wilson also signed the 1917 Espionage Act which gave him additional authority. He made a legendary organization system for all the different kinds of crimes. He rose quickly through the rankings with hard work and determination. He led the General Intelligence Division until 1918 when theShow MoreRelated J. Edgar Hoover Essay1026 Words   |  5 Pages J. Edgar Hoover Former Senator Joseph McCarthy put it perfectly when he said, â€Å"†¦ for the FBI is J. Edgar Hoover and I think we can rest assured that it will always be.† (qtd. in Denenberg 7). J. Edgar Hoover is credited for reconstructing the Bureau of Investigations (later renamed Federal Bureau of Investigations). 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The establishment of the Bureau was more of a political achievement rather than a functional one. It was not well suited to enforce federal law in the United States, as it lacked the professionalism it needed to be effective. As time passed, however, much needed changes were made to the FBI to improveRead More Jfk: Was His Assassination Inevitable? Essay2409 Words   |  10 Pages A popular misconception is that President John F. Kennedys assassination was an isolated event perpetrated by one man. This could not be farther from the truth. Instead, it was the result of a complex combination of domestic and foreign events. When President Kennedy was in office, he had to deal with many issues, ranging from business and finance to crime-fighting and war issues. Perhaps it is not as important to decide who it was that killed him, but why. President Kennedys decisions and courses

The Roads and Transport Authority free essay sample

This assignment helps to understand the local government authorities and to increase student insight on responsibilities, roles, services of government and its related programs, initiatives and services.  In this report I have chosen a local authority in Dubai which is the Road and Transport Authority (RTA) and discuss their functions, duties and initiatives and programs, and key issues. Introduction In November 2005 Dubai government launched the Roads and Transport Authority (RTA) to make modern infrastructure facilities, provide a superior transportation network and to improve roads all over the emirates to the sake of people and residence. The Roads and Transport Authority (RTA) The Roads and Transport Authority (RTA) provide and maintain all transportation requirements and facilities not only in Dubai and other Emirates, but also with all neighboring countries such as Saudi Arabia, Oman, Qatar in order to put Dubai in a suitable shape among all countries in the region. RTA responsibilities include buses, taxis, inter-city transport, roads Engineer, registration and licensing, marine transport, commercial ads on the right of way, Roads beautification, roads and parking and rail projects. We will write a custom essay sample on The Roads and Transport Authority or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page RTA mission is to support Dubais growth by preparing polices and legislations, adapting technologies and innovative approaches, implementing world-class practices and standards. RTA vision is to build up an integrated and sustainable system, provide smooth and safe transportation for all parties in the United Arab Emirates, and to develop the citys economic plans with high standards. Dubai Metro H.H Sheikh Mohammed Bin Rashid Al Maktoum had announced the launch of Dubai Metro in 9th September 2009 (9:09:09 PM) which is considered the fully automated and worlds longest metro network covering 75 kilometers as mentioned in Guinness World Records. This Rail network has to operational networks the red line and the green line and further lines are planned in the future. These two lines run underground in some areas and elevated in other parts of the city. The Dubai Metro can carry more than 10 million passengers from the launch date to February 2010 using the red line. The metro network includes 47 stations, 9 of them are underground. Two transfer stations (Union Square and Khalid Bin Al Waled). And 87 trains in the metro system. Why RTA? I have chosen RTA to work with for several reasons: 1. Honest corporate reputation 2. Effectiveness and focus on continuous success 3. Leadership and team work 4. Strategic partnership 5. Quality and customer services and loyalty In order to apply in the RTA you need to have a full curriculum Vitea with all of your experiences and specialties then, submit the CV online on their official website:Dear Sir/Madam I am applying for a position of your office, because this place seems to fit very well with my education, skills and career interests. I have enclosed my C. V for your review. I would appreciate the opportunity to meet with you and discuss how my qualifications can be guided to meet your needs. Please feel free to contact me at the addresses shown in the c. . I will be available at your convenience. Thank you for your consideration. I look forward to hearing from you. Curriculum Vitae Name: Abdulmotiy Munther Haroun Address: United Arab Emirates, Dubai, Al-Baraha, P. O. Box: 1626 Phone number: +971-(4)-2508132 Mobile number: +971-(50)-2341926 Email: [emailprotected] com Nationality: Jordanian Place of birth: Dubai Date of birth: 28th April 1993 OBJECTIVE Seeking a full time job in RTA to utilize my technical skills into the benefit and growth of the company

Servicescape Natural Environment and Physical Surroundings Essay Example

Servicescape: Natural Environment and Physical Surroundings Paper Managers continually plan, build, change, and control an organizations physical surroundings, but frequently the impact of a specific design or design change on ultimate users of the facility is not fully understood. The ability of the physical environment to influence behaviors ND to create an image is particularly apparent for service businesses such as hotels, restaurants, professional offices, banks, retail stores, and hospitals (Baker 1987; Bitter 1986; Booms and Bitter 1 982; Kettle 1 973; Stochastic 1977; Pupa and Fulton 1985; Estimate, Paranormal, and Berry 1985). Be THE Joy is Professor Marketing of Arizona Instate Mary Bitter Assistant The the of Interstate Center varsity. Author acknowledges support thefts overprices Arizona University, conducting restate in the Marketing, search. Extensive The assistance Michael enthronements of Hut of Lawrence Beth and are Brown, Walker, Snakelike Crosby, Stephen as of ungratefully acknowledged,aerate helpful suggestions three JAM humus reviewers. Cause the service generally is produced and consumed simultaneously, the consumer is in the factory, often experiencing the total service within the firms physical facility. The factory (or the place where the service is produced) cannot be hidden and may in fact have a strong impact on customers perceptions of the service experience. Even before purchase, consumers commonly look for cues about the firms capabilities and quality (Berry and Clark 1 986; Stochastic 1977). The physical environment is rich In such cues (Rapport 1 982) and may be very influential in communicating the firms image and purpose to its customers. Research suggests that the physical setting may also influence the customers ultimate satisfaction with the service (Bitter 1990; Harebell, Hut, and Anderson 1980). We will write a custom essay sample on Servicescape: Natural Environment and Physical Surroundings specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Servicescape: Natural Environment and Physical Surroundings specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Servicescape: Natural Environment and Physical Surroundings specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Interestingly, in service organizations the same physical setting that communicates with and influences customers may affect employees of the firm (Baker, Berry, and Paranormal 1988). Research in organizational behavior suggests that the physical setting can influence employee satisfaction, productivity, and titivation (e. G. , Becker 1 981; Davis 1 984; Steele 1 986; Sandstorm and Alton 1989; Sandstorm and Sandstorm 1 986; Wingman 1986). The customer is left out of that research stream, however, just as Journal of Marketing Volvo. 6 (April 1 992), 57-71 Serviceable 57 / the employee typically is ignored in the limited tenderheartednesss marketing(e. G. , Donovan and Roister 1 982; Kettle 1973; Mailman 1982, 1986). Performable,in the Implementations, music tempo was varied and the effect on a variety of consumer behaviors measured;however, the effects on employee satisfaction and productivity were not explored. Because services generally are purchased sanctimoniousnesss,and typically requirement humanistic, customers employees interacting each other within the irreconcilabilitys facility. Ideally, therefore, the organizations environment should supported needs and preferences both service employees and customers simultaneously. The purpose of this article to take a first step toward intergenerational and imperialistically from diversedisciplinesinto a framework describes that the built environment (I. E. , the manmade, physical surroundings opposed to the natural social environment), or what is referred here as the serviceable, affects both consumers employees in service organizations. First, a typology of service organizations is presented that illuminates important variations form and usage of the serviceable. Next, in a conceptual frameworks offered for explaining environment-user relationships service organizations, and specific researchpropositionsare advanced. The frameworks anchored the environmentalpsychology research traditional also draws together relevant literature marketingorganizationalbehavior, humanists/ergonomics, and architecture. Finally, the linkages between the service organizationtypology and the framework examined, and key managerial and researchimplicationsare discussed. A Typology of Serviceable The way the physical setting is created in organizations has barely been tapped as a tangible organizational resource (Becker 1 981, p. 130). Management of the physical setting typically is viewed as tangential in comparison with other organizational variables that can motivate employees, such as pay scales, promotions, benefits, and supervisory relationships. Similarly, on the consumer side, variables such as pricing, advertising,added treasures, and special promotions are given much more attention than the physical setting as ways in which customers can be attracted and/or satisfied by a firms services. A clear implications model presenters is that the physical setting can aid or hindered accomplishment of both antidisestablishmentarianism and external marketings. As is true Of any organizational Americanization able, the importance physical setting depends on the nature the job and the nature the consume- Weatherpersons, employees, or both are present within the serviceable also determines types of objectives firm mightiest to accomplish wrought use of its physical environment. In self-service settings, the creative use of physical design could support particular positioning Congregationalists and enhance specific marketing objectives, such as customer satisfaction and attraction. At the other extreme, for remote services, organizationalobjectives such as employee satisfaction, motivation, and operational efficiency could be the primordially in physical setting design, because few southernwood ever see or experience the firms physical setting. For internationalisms, both organizational marketing objectives could potentially be targeted through careful design of the serviceable. Even marketing goals such as relationshipbuilding (Crosby, Evans, and Scowls 1 990) could be influenced by the design of the physical setting. The harmoniousnesss of Figure 1 captures complexity of the serviceable. Some service environments are very simple, with few elements, few spaces, and few forms. They are termed lean en- between and among customers and employees. Zion experience. The position advancers is that the are, in general, more important physical surroundings in service settings because customers as ell as employees often experience firms facility. However, not all service firms and industries alike (Lovelace 1983; Senescence 1986), nor do they face the same strategic issues in planning and designing their serviceable. Figure 1 is a typology categorizing service organizations two dimensional experimentation differences in the management of the serviceable. Firms that share a cell within the matrix face similar issues related the design of their physical spaces. The vertical dimension relates to who is performing actions within the serviceable;the customer, or the employee, or both. One extreme is represented by the self-service organization in which few if any employees are present and the level of customer activity is high. At the tiresomeness the remonstrative where there is little or no extemporaneousness in the serviceable and sometimes even little employee involvement, such as in fully automatedvoicemessaging services. Note from Figure 1 that internationalisms are positioned between the two extremes. In those organizations, both customers and employees are present and personifications within the serviceable. The relative level of involvement customers and employees determines whose deeds should be consulted in the design of the environment. In antidisestablishmentarianism, special consideration must be given to the effects of the physical environment on the natured quality the social interaction 58 / Journal Marketing 1 992 of April This content downloaded from 149. 171. 237. 87 on Wed, 3 Par 2013 00:59: 14 FIGURE 1 Typology of Service Organizations Based on Variations in Form and usage of the Serviceable Types of Service Organizations Based on Who Performs Actions Within the Physical Complexity of the Serviceable Elaborate Lean Serviceable Self-service (customer only) Golf Land Surf n Splash ATM Ticketing Post office kiosk Movie theater Express mail dropped Dry cleaner Hot dog stand Hair salon Interpersonal services (both customer and employee) Hotels Restaurants Health clinic Hospital Bank Airline School Telephone company Insurance company Utility Many professional services Remote service (employee only) Telephone mail order desk Automated voice-messaging-based services firmaments. Ticketing outlets and Federal Express dropped kiosks would qualify as lean environments, as both provide service from one simple structure. For lean serviceable, design decisions are relatively draughtswoman, especially in self-service or remote service situations in which there is no interaction between customers and employees. Other serviceable are very complicated, with many elements and many forms. They are termed elaborateenvironments. An example is a hospital with its many floors, rooms, sophisticated equipment, and complex variability in functions performed within the physical facility. In such an elaborate environment, the full range of marketing and organizational objectives theoretically can be approached through careful management of the serviceable. For example, a patients hospital room can be designed to enhance patient comfort and satisfaction while simultaneously facilitating employee productivity. Figure 1 suggests that firms such as hospitals that are positioned in the elaborate interpersonal service cell face the most complex serviceable decisions. By both customers and employees and that both groups may respond cognitively, emotionally, and physiologically to the environment. Those internal responses to the environment influence the behavior Of individual customers and employees in the serviceable and affect social interactions between and among customers and employees. Though the model shares similarities with other models (e. . , Meridian and Russell 1974), it is unique in its breadth of synthesis (for example, Meridian and Russell focus on emotional responses only), the incorporation of both customers and employees and their interactions, and its application to commercial settings. In the following sections, each of the components of the framework is defined and developed. Attention centers first on the behaviors that may be influenced by the serviceable and then on the internal responses and the controllable dimensions that constitute the serviceable. Propositions based on the framework are highlighted, and implications for firms within specific ells of the service typology are discussed. Conceptual Framework Though the typology in Figure 1 highlights the relative complexity of environmental decisions across different types of service organizations, it does not explain what behaviors are influenced, or why, or how one would go about planning and designing an environment to achieve particular objectives. Figure 2 is a rich framework for addressing those questions and for exploring the role of physical environment in service organizations. The framework suggests that a variety of objective environmental factors are perceived Behaviors in the Serviceable That human behavior is influenced by the physical setting in which it occurs is essentially a truism. Interestingly, however, until the 1 sass psychologists largely ignored the effects of physical setting in their attempts to predict and explain behavior. Since that time, a large and steadily growing body of literature within the field of environmental psychology has addressed the relationships between human beings and their built environments (for reviews of environmental psychology, see Darrel and Gilbert 1985; Holman Serviceable 59 / Framework for Understanding ENVIRONMENTAL DIMENSIONS FIGURE 2 Environment-user Relationships n Service Organizations Ravioli HOLISTIC FOMENTER TNT. RNA RESPONSES maternal Physiological Cognitive F; . Beliefs . Pain mood . Category- . Attitude . Comfort . Event action . Symbolic . Physical fit meaning Ambient Conditions -temperature air quality . Noise . Music odor etc. Space/Function layout equipment . Flourishing . Etc. Signs, Symbols Artifacts . Signage personal artifacts . Style of decor . Etc. Approach . Affiliation . Exploration . Stay longer . Commitment carry out plan Perceived Serviceable 1986; Russell and Ward 1982; Stools and Alton 1987). Here it is assumed hat dimensions of the organizatio ns physical surroundings influence important customer and employee behaviors. The types of behaviors that are influenced are identified and discussed next. Individual Behaviors Environmental psychologists suggest that individuals react to places with two general, and opposite, forms of behavior: approach and avoidance (Meridian and Russell 1974). Approach behaviors include all positive behaviors that might be directed at a particular place, such as desire to stay, explore, work, and affiliate (Meridian and Russell 1974). Avoidance breaches on the built environment is only one aspect of environmental psychology. The field also encompasses the study of human beings and their relationships with the natural social environment. What distinguishes environmental psychology from other areas of inquiry is its concern with the reciprocal and interactive influences that take place between the thinking and behavior of an organism and the environment surrounding that organism (Darrel and Gilbert 1985, p. 949). Heavier reflect the opposite, in other words, a desire not to stay, explore, work, and affiliate. In a study of consumers in retail environments, Donovan and Roister (1982) found that approach behaviors in that setting (including hopping enjoyment, returning attraction and friendliness toward others, spending money, time spent browsing and exploration of the store) were influenced by perceptions of the environment. Mailman (1 982, 1 986) found that the tempo Of background music can affect traffic flow and gross receipts in both supermarket and restaurant settings. In actual service settings, examples of environmental cues being used to change behavior are abundant. At one 7-11 store, the owners played elevator music to drive away a youthful market segment that was detracting from the stores image. Cinnamon roll bakeries commonly pump the wonderful fragrance of their freshly baked products out into mall traffic areas to entice customers into the store. In addition to attracting or deterring entry, the serviceable can actually influence the degree of success 60 / Journal Marketing, April 1 992 This content downloaded from 149. 171. 237. 87 on wed, 3 Par 2013 consumers experience in executing their plans once inside (Darrel and Gilbert 1 985; Russell and Snodgrass 1987). Each individual comes to a particular service organization with a goal or purpose that may be aided or hindered by the setting. For example, assume that a traveler enters an airport and (1 ) is confused because he or she cannot find signage giving directions to the assigned gate and (2) is emotionally distressed because of crowds, poor acoustics, and high temperature. The traveler is unable to carry out the purpose for entering the environment, at least not very easily. Here the serviceable directly inn bits the accomplishment of the customers goal. Similarly, physical surroundings and conditions could constrain an employees ability to do his or her work and thereby detract from the purpose for being in the serviceable. Clearly, firms want to encourage approach behaviors and the ability of customers and employees to carry out their plans while at the same time discouraging avoidance behaviors. As Figure 2 shows, the approach/avoidance behaviors of employees and customers are determined largely by individual internal responses (cognitive, emotional, and physiological) to the environment. The three types of internal responses are discussed in greater detail subsequently. The basic assumption is that positive (negative) internal responses lead to approach (avoidance) behaviors. P,: Positive (negative) internal responses to the someplace lead to approach avoidance) behaviors. A. For employees, approach includes such behaviors as affiliation, exploration, staying longer, expressions of commitment, and carrying out the purpose for being in the organization. Avoidance is represented by the opposite behaviors. B. For customers, approach includes such behaviors as coming in, staying, spending money, loyalty, and carrying out the purpose for being in the organization. Avoidance is represented by the opposite behaviors. Social Interactions In addition to its effects on their individual behaviors, the serviceable influences the nature and quality of customer and employee interactions, cost directly in interpersonal services. Bennett and Bennett (1970) state that all social interaction is affected by the physical container in which it occurs. They go on to suggest that the physical container affects the nature of social interaction in terms of the duration of interaction and the actual progression of events. In many service situations, a firm may want to ensure a particular progression of events (I. E. , a standard script) and limit the duration of the service. Forges (1979) suggests that environmental variables such as propinquity, seating arrangements, size, and flexibility can define the capabilities and limits of social episodes, such as those between and among customers and employees. He also suggests that physical environments represent a subset of social rules, conventions, and expectations in force in a given behavior setting, serving to define the nature of social interaction. In developing the concept of behavior settings, Barker (1968) implies that recurring social behavior patterns are associated with particular physical settings and that when people encounter typical settings, their social behaviors can be predicted. Empirical studies confirm the impact of physical setting on the nature of social interaction. Behaviors such as small group interaction, friendship formation, participation, aggression, withdrawal, and helping have all been shown to be influenced by environmental conditions (Holman 1982). Similarly, in studies of workplace design, researchers have found that communication patterns, group cohesion, and the formation of friendships and small groups can be influenced by the physical setting (Sandstorm and Sandstorm 1 986, Part Ill). By implication, those findings suggest that the serviceable influences the nature of social interactions between and among customers and employees. Examples are again abundant in actual service settings. Even casual observation of a Club Med facility confirms that the highly complex setting is designed to encourage social interaction among and between guests and employees. Seating arrangements and the food preparation process at Behindhand restaurants similarly encourage interactions among total strangers, as well as contact between patrons and the Japanese chef who prepares their meals in full view. In most airports, in contrast, research suggests that the arrangement of seating typical discourages comfortable conversation among travelers and their companions (Somber 1974). One of the challenges in designing environments to enhance individual approach behaviors and encourage the appropriate social interactions is that optimal design for one person or group may not be the optimal design for others. Research in a bank setting suggests, for example, that employees and customers have different needs and desires for their physical surroundings (Baker, Berry, and paranormal 1988). Similarly, an environment that is conducive to an employees individual work needs may not enhance the employees ability to converse and interact interpersonally with customers. UP: For interpersonal services, positive (negative) internal responses to the serviceable enhance (detract from) the nature and quality of social interactions between and among customers and employees. UP: Optimal design for encouraging employee (customer) approach behavior may be incompatible with the design required to meet customer (employee) needs and/ or facilitate positive employee-customer interactions. Serviceable 61 / Service Topology and Behavior The research tradition in environmental psychology strongly suggests that the physical environment can influence behaviors in several ways. Therefore the first step in the purposeful design of the serviceable is to identify desirable customer and/or employee behaviors and the strategic goals that the organization hopes to advance through its physical facility. For example, in designing their corporate headquarters offices, Scandinavian Airline Systems first identified particular goals that it wanted to achieve, among them teamwork and open and frequent communication among managers. The employee behaviors associated with those goals were identified and architects were commissioned to propose designs that would be conducive to he behaviors and ultimately support the strategic goals. The typology (Figure 1) provides a structure for isolating the relevant behavioral issues.