Simone Called the Puppy Heaven Kennel to Reserve a Kennel

question 45

Multiple Choice

Simone called the Puppy Heaven Kennel to reserve a kennel for her German shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n) :

• A) Customer action
• B) Onstage contact employee action
• C) Backstage contact employee action
• D) Support process
• E) Audience action

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Definitions:

Emotionality

The quality or state of being emotional; the ability to express or handle emotional responses.

Instrumentality

An orientation toward action and accomplishment.

Gender Similarities Hypothesis

The theory that males and females are similar on most, but not all, psychological variables, challenging the idea of vast gender differences in cognitive abilities and behaviors.

Optimistic

Having a hopeful or positive outlook on the future, expecting the best possible outcome.