Measuring Quality in a Service Business Is Easier Than Measuring

question 76

True/False

Measuring quality in a service business is easier than measuring quality in a production business. All you have to do is ask the customer.

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Definitions:

Nonfinancial Reinforcement

Motivational strategies that do not involve monetary rewards but rather recognition, feedback, and opportunities for growth.

Social Reinforcement

Using positive or negative social cues, like approval or disapproval, to influence and modify behavior.

Law of Effect

A principle stating that behaviors followed by positive outcomes are likely to be repeated, whereas behaviors followed by negative outcomes are not.

Human Behavior

The range of actions and mannerisms exhibited by humans in conjunction with their environment, influenced by culture, attitudes, emotions, values, and genetics.