In Practice, the Large Majority of Service Encounters Are Routine

question 10

True/False

In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

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Definitions:

Mindlessness

The act of agreeing to a request without giving it thought. A small request is likely to be agreed to, even if a spurious reason is provided.

Acquiescent Response

A tendency to agree with or accept something passively, rather than expressing one's own opinion or dissent.

Elaboration-Likelihood Model

A theory suggesting two primary pathways (central and peripheral) that influence the ability of a message to persuade.

Central Route

In persuasion theory, a cognitive route of information processing that involves deliberate analysis of the attributes and content of the message.