Conflict Theory

question 4

Multiple Choice

Conflict theory:

• A)Stresses the existence of conflicts and contradictions that are built into society.
• B)Suggests that change may come in violent or nonviolent forms.
• C)Is widely discussed in all social policy books
• D)All of the above

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Definitions:

Empathy

Empathy is the ability to understand and share the feelings of another, creating a sense of shared experience or emotion.

Service Characteristic

Features that distinguish services from goods, including intangibility, inseparability, variability, and perishability.

Responsiveness

The speed and quality of a response to customer inquiries, complaints, or needs, reflecting a company's customer service level.

Service Quality

The assessment of how well a delivered service matches customer expectations, often used as a key performance metric in service industries.