Preparing Customers for the Service Process Is a Strategy For

question 16

Multiple Choice

Preparing customers for the service process is a strategy for:

• A) Managing service promises
• B) Resetting customer expectations
• C) Managing customer education
• D) Managing horizontal communications
• E) Exceeding customer expectations

Understand the differences between explicit (declarative) and implicit (nondeclarative) memory, including episodic, semantic, and procedural memory.

Learn about maintenance and elaborative rehearsal strategies for retaining information in short-term and encoding it into long-term memory.

Identify the role of the self-reference effect in enhancing memory retention.

Explain the cultural influences on autobiographical memory and its characteristics.

---

Definitions:

Vaginal Bleeding

Unusual bleeding from the vagina that can occur outside of normal menstrual periods due to various medical conditions.

Goodell Sign

An indicator of pregnancy characterized by the softening of the cervix and the vagina caused by increased vascular congestion.

Chadwick Sign

A bluish discoloration of the cervix, vagina, and labia resulting from increased blood flow, usually an early sign of pregnancy.