Landis Was Pleasantly Surprised to Find a "No Smoking" Sign

question 37

Multiple Choice

Landis was pleasantly surprised to find a "No Smoking" sign at his favorite pub.He had to limit his visits because he is allergic to cigarette smoke.Now he can visit as often and for as long as he likes.Landis was afraid the sign might hurt the pub's business,but he was pleased to discover how many of the pub's regulars felt the same way he did.The "No Smoking" sign served to:

• A) Enhance customer compatibility
• B) Decrease customer participation
• C) Turn the customers of the pub into productive resources
• D) Allow the customer to co-create the service
• E) Maintain the drama metaphor

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Definitions:

Denial

A psychological defense mechanism where a person refuses to accept reality or facts, thus avoiding a potentially distressful truth.

Anger

A strong feeling of annoyance, displeasure, or hostility triggered by perceived wrongs.

Shock

A sudden and often negative emotional or physical reaction to an unexpected event.

Endings Phase

The final stage of a process or relationship, where closure or conclusion occurs.