The Service-System Design Matrix Identifies Six Forms of Service Encounters

question 32

True/False

The service-system design matrix identifies six forms of service encounters.

---

Definitions:

Anchoring Bias

A cognitive bias where individuals rely too heavily on an initial piece of information to make subsequent judgments or decisions.

Confirmation Error

A cognitive bias that involves focusing on information that confirms existing beliefs and ignoring information that contradicts them.

Ethics Double-check

A review process designed to ensure that actions or decisions align with moral and professional standards of conduct.

Ethical Decision Making

The process of evaluating and choosing among alternatives in a manner consistent with ethical principles and values.