Kershawn Recently Had a Visit with His Dermatologist

question 66

Multiple Choice

Kershawn recently had a visit with his dermatologist. Rather than show her the malformed mole on his arm, he expected the physician to find it. When she didn't see it, he claimed she was a poorly-trained doctor. Kershown's service expectation was influenced by:

• A) The transitory nature of service intensifiers
• B) His evoked services set
• C) His temporary perception of need
• D) His self-perceived service role
• E) His ego oriented approach to service

---

Definitions:

Working Capital

The distinction between a corporation's short-term assets and liabilities, showing the available capital for operational purposes.

Fast-Food Chain

A series of restaurants serving food quickly and standardized in method and by the same brand name.

Payback Period

The length of time required to recover the cost of an investment or to reach the break-even point.

Initial Investment

The initial amount of money spent to start a project, purchase assets, or acquire a stake in a business venture.