Sometimes Firms Have Service Encounters That Fail Because of ___________,Who

question 32

Multiple Choice

Sometimes firms have service encounters that fail because of ___________,who intentionally or unintentionally act in a way that is disruptive,rude,or aggressive.

• A) Profitable customers
• B) Dysfunctional customers
• C) Friends
• D) Strangers
• E) Heterogeneous customers

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Definitions:

Natural Selection

The method whereby life forms more effectively adjusted to their habitat are more likely to endure and yield a larger progeny.

Behavior Genetics

An investigative field that probes into the contribution of genetic inheritance and environmental factors to behavioral outcomes.

Heredity

The genetic handover of characteristics, either mental or physical, from one generation to the next.

Environmental Experience

The accumulation of knowledge or skill that a person gains from interacting with their surrounds or being exposed to different environmental conditions.