The Appearance of Both Service Personnel and Customers Can Reinforce

question 22

True/False

The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

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Definitions:

Moral Development

The process through which individuals develop proper attitudes and behaviors toward other people in society, based on social and cultural norms, rules, and laws.

Conventional

Consisting with or based on norms, standards, or practices that are widely accepted and established.

Social Responsibility

The ethical framework suggesting that individuals or organizations should act in a way that benefits society at large.

Invisible Hand

A term coined by Adam Smith to describe the self-regulating behavior of the marketplace.