Karen Likes Using the SERVQUAL Scale to Measure Her Clients

question 34

Multiple Choice

Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.

• A) tangibles
• B) reliability
• C) responsiveness
• D) assurance
• E) empathy

Identify and explain the phenomenon of cognitive dissonance and its impact on attitudes and behaviors.

Understand the relationship between attitudes and behaviors, including the distinction between public and private behaviors.

Understand the concept of learned helplessness and self-fulfilling prophecies.

Grasp the different types of cognitive biases and heuristics.

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Definitions:

Performance Review

An evaluation of an employee's work performance over a specific period of time.

Appreciation

The recognition and valuing of the qualities or achievements of someone or something, often leading to a positive emotional response.

Incentive Programs

Schemes designed to motivate and encourage people, typically employees, to achieve certain goals or performance levels.

Gratitude

A feeling of thankfulness and appreciation for what one has or has received.