The Owner of a Small but Growing Business,Terry Franklin Was

question 18

Multiple Choice

The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

Identify the drug of choice for treating alcohol withdrawal.

Recognize signs of family members taking on caretaking roles due to a relative's substance abuse.

Understand the difference between recreational drug use and drug abuse/addiction.

Identify factors that contribute to continued substance use despite negative consequences.

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Definitions:

Contingency

The specified relationship between a specific behavior and reinforcement

Conditioning

Conditioning is a process in psychology in which a response becomes more frequent or more predictable in a given environment due to reinforcement.

Behavioral Contrast

A phenomenon in operant conditioning where the rate of response to one stimulus changes when the reinforcement conditions are modified for another stimulus.

Congruency Effect

A phenomenon where the reaction time is faster and accuracy is higher when the properties of a stimulus are in harmony with its response.