Inconsistency of Services Refers to the Idea That

question 110

Multiple Choice

Inconsistency of services refers to the idea that

• A) there is no regulation of service industries in terms of basic standards of quality.
• B) the quality of service provided by a firm is often inconsistent with its image.
• C) the performance of one employee may vary from the performance of another though the same firm employs both.
• D) training and standardization of service delivery procedures cannot be accomplished.
• E) services have a varying degree of durability.

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Definitions:

Positive Punishment

Adding an unpleasant stimulus in response to a behavior to decrease the likelihood of that behavior happening in the future.

Negative Punishment

A behavioral modification technique where a desirable stimulus is removed following an unwanted behavior, decreasing the likelihood of that behavior occurring again.

Mild Punishers

Interventions or consequences designed to decrease a behavior's occurrence, which are not severe or harsh.

Flooding

A behavioral therapy technique used to treat phobias and anxiety disorders by exposing the patient to their fear at its most intense level, without any danger, to eliminate the fear response.