Simone Called the Puppy Heaven Kennel to Reserve a Kennel

question 45

Multiple Choice

Simone called the Puppy Heaven Kennel to reserve a kennel for her German shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n) :

• A) Customer action
• B) Onstage contact employee action
• C) Backstage contact employee action
• D) Support process
• E) Audience action

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Definitions:

Employee Identification

The process by which workers align their values, beliefs, or behaviors with those of their employer, often leading to increased loyalty and job satisfaction.

Shift Loyalties

The act of changing alliance or fidelity from one association, brand, or cause to another, often influenced by new information or changes in circumstances.

Socialization Practices

The processes through which individuals learn and adopt the norms, values, behaviors, and social skills appropriate to their society or culture.

Continuance Commitment

The extent to which employees feel committed to their organization based on the costs they perceive in leaving it.