Using A__________ Is Often a Great Way to Further Develop

question 123

Multiple Choice

Using a__________ is often a great way to further develop a__________ Between
Consumer service expectations and actual experience.

• A)customer contact audit; goods-service continuum
• B)gap analysis; customer contact audit
• C)customer contact audit; gap analysis
• D)goods-service continuum; gap analysis

---

Definitions:

Learned Helplessness

A state where an individual experiences feelings of being powerless, stemming from a traumatic experience or ongoing inability to achieve success.

Optimistic

A mindset or attitude characterized by the expectation of positive outcomes or a general belief that good things will happen.

Julian Rotter

An American psychologist known for his work in social learning theory and the development of the concept of locus of control.

Behavioral Theorist

A researcher or theorist who focuses on how observable behavior is learned and shaped through interaction with the environment.