Based on the Service-Quality Model, Researchers Have Identified Five Determinants

question 42

Essay

Based on the service-quality model, researchers have identified five determinants of service quality. List and briefly explain each.

Understand the outcomes of high-quality exchanges between leaders and followers.

Grasp the significance of focusing on dyadic relationships in leadership processes outlined in LMX theory.

Critically assess when improved career-oriented exchanges might not be desirable for followers.

Understand the basic concepts and significance of Leader-Member Exchange (LMX) theory.

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Definitions:

Cognitive Appraisal

Cognitive appraisal is the process by which an individual evaluates and interprets a situation or event in terms of its personal significance.

Emotional Experience

The complex psychological state involving thoughts, behaviors, and physiological responses arising from feelings or emotions.

High-Road Pathway

A cognitive route of processing that involves deliberate, conscious analysis and decision making.

Thalamus

A major relay station in the brain's center through which all sensory information, except for smell, passes to the cerebral cortex.