Albert Was Once Awoken from His Sleep by a White

question 12

Multiple Choice

Albert was once awoken from his sleep by a white rat that fell on him. Following this incident, he began fearing all furry white objects including white fur coats and white stuffed animals. In this scenario, Albert's fear of all furry white objects is due to _____.

• A)systematic desensitization
• B)biological preparedness
• C)generalization
• D)discrimination

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Definitions:

Service Failures

Instances when customer expectations are not met by service delivery, often leading to dissatisfaction.

Controllable Factor

An element or variable in a business or process that can be modified or adjusted according to the needs of the manager or operator.

Experience Economy

An economic concept where businesses create memorable events for their customers, and the memory itself becomes the product.

Service Blueprint

A detailed diagram that visualizes the service process, points of customer contact, and the front and back-office activities that a service entails.