In a Service Business,the Customer and Front- Line Service Employee

question 130

True/False

In a service business,the customer and front- line service employee interact to create the service.

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Definitions:

Attributions

Inferences that people draw about the causes of their own behavior, others’ behavior, and events.

Recency Judgments

The evaluations or decisions made based on the most recent information or experiences, rather than on earlier data.

Attributions

The process by which individuals infer the causes of their own and others' behavior.

Self-Fulfilling Prophecy

A belief or expectation that influences behavior in a way that causes the belief to become true.