How Can a Service Retailer Best Cope with the Problems

question 69

Multiple Choice

How can a service retailer best cope with the problems associated with the intangibility of service? 

• A) Use low prices during off-seasons to help match supply and demand.
• B) Use mass production.
• C) Emphasize quality control.
• D) Solicit customer evaluations and complaints.
• E) Increase staffing at peak demand times.

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Definitions:

Cognitive Arousal Theory

A theory suggesting that emotions are a result of the interaction between cognitive interpretations of a situation and levels of physiological arousal.

Appraisal

An evaluation process through which an individual assesses the significance of a particular situation, event, or stimulus.

Physical Arousal

A bodily state of increased physiological activity or readiness, often accompanied by heightened emotions and senses.

Facial Feedback Hypothesis

This theory suggests that facial movements can influence emotional experience. For example, smiling can make you feel happier.