Johanna Wants to Learn Self-Defense and Has Signed Up for a Class

question 42

Multiple Choice

Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and has not felt like a victim since then. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by:

• A) A social needs philosophy
• B) Word-of-mouth communication
• C) Explicit service promises
• D) Transitory need intensifiers
• E) Her ego-oriented definition of service

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Definitions:

Explicit and Implicit Coercion

Force or pressure applied in a clear, direct way (explicit) or in a more subtle, indirect manner (implicit) to compel someone to act in a certain way.

Flight Attendants

Airline personnel responsible for ensuring the safety, comfort, and well-being of passengers during flights, including performing safety briefings and providing customer service.

Resistance to Change

The reluctance or refusal to adapt to changes in the workplace or environment, which can stem from various personal or organizational reasons.

Refreezing

The final stage in the Lewin's change model where new behaviors or processes are solidified into the organization's culture after a change has been implemented.