______ Behavior Usually Involves Physical and Verbal Attacks, Threats, and Insults

question 75

Multiple Choice

______ behavior usually involves physical and verbal attacks, threats, and insults.

• A) Assertive
• B) Submissive
• C) Aggressive
• D) Dynamic

---

Definitions:

Customer Contact Audit

A flowchart of the points of interaction or “service encounters” between consumers and a service provider.

Health Club

A facility offering health and fitness services, including exercise equipment, personal training, and various fitness classes.

Service Quality

The degree to which a delivered service meets or exceeds the expectations of customers, often a key competitive advantage in business.

Tangibility

Refers to the physical existence of products or items that can be seen, touched, and felt.