Because Services Are Intangible, Image Becomes a Key Factor in Differentiating

question 27

True/False

Because services are intangible, image becomes a key factor in differentiating a service from its competition.

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Definitions:

Frustration-aggression Hypothesis

A psychological theory suggesting that the occurrence of aggressive behavior arises when individuals are blocked from achieving a goal, leading to frustration which then results in aggression.

Physiological Measurements

Assessments of biological functions, such as heart rate and blood pressure, used to study body responses under various conditions.

Polygraph Test

A device or procedure that records physiological responses such as blood pressure, pulse, and skin conductivity to determine whether someone is telling the truth.

Guilty-knowledge Test

A psychological assessment used to determine whether an individual has knowledge only a guilty person could have, typically in criminal investigations.