Unlike in Traditional Retailing Where Customers Are Demanding and First

question 59

True/False

Unlike in traditional retailing where customers are demanding and first impressions are important, e-commerce firms do not have to worry about initial communications, since bad first impressions can be overcome with follow-up contacts and high-quality Web designs.

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Definitions:

Role Play

An educational or therapeutic activity in which participants act out roles in specific scenarios to learn, practice behaviors, or analyze situations.

Frontline Employees

Workers who directly interact with customers or clients, representing the face of the company and playing a critical role in service delivery.

Group Dynamics

The study of the psychological processes involved when individuals in a group interact, including roles, communication, and performance.

Sensitivity Training

A form of training designed to enhance individuals' understanding of their own and others' emotions and perspectives, aiming to improve interpersonal skills and empathy.