Companies Should Strive to Delight Their Customers All the Time

question 26

True/False

Companies should strive to delight their customers all the time.

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Definitions:

Brain-Wave Response

Electrical patterns in the brain that reflect different states of consciousness or activity, which can be measured with an EEG (electroencephalogram).

Generalization

The process in psychology by which a response is made to a stimulus similar to the one that originally elicited the response.

Observational Learning

A learning process whereby individuals acquire new behaviors or knowledge by observing and imitating others.

Higher-Order Conditioning

A procedure in which the conditioned stimulus in one conditioning experience is paired with a new neutral stimulus, creating a second (often weaker) conditioned stimulus. For example, an animal that has learned that a tone predicts food might then learn that a light predicts the tone and begin responding to the light alone. (Also called second-order conditioning.)