Service Encounters Appear Successful Because the Customer Brings High Expectations

question 14

True/False

Service encounters appear successful because the customer brings high expectations to the encounter.

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Definitions:

Low Distinctiveness

A situation in which an individual's behavior does not vary much across different contexts or situations, indicating a possible stable personality trait or characteristic.

Kelley's Covariation Model

A psychological theory proposed by Harold Kelley that explains how individuals attribute cause to events based on the consistency, distinctiveness, and consensus of the information available.

Internal Factor

An influence or element originating within a person, such as beliefs, values, skills, or psychology, that affects their behavior or attitudes.

Kelley's Covariation Model

A theory that explains how individuals attribute cause to behavior based on the consistency, distinctiveness, and consensus of the observed action.