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What are the four levels of service performance according to the chapter?
Fundamental Attribution Error
The tendency to overemphasize personality-based explanations for behaviors observed in others while underestimating the influence of external factors.
Social-Cognitive Perspective
A view in psychology that focuses on how people learn through observing others, and how they control their behavior through self-regulation and social interaction.
Aggressive Skills
Behaviors aimed at causing harm or asserting dominance, often used in conflict situations.
Repressed Impulses
Desires or urges that have been unconsciously blocked due to being deemed unacceptable or threatening by the psyche.
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