The Customer Is A(n) ________ in the Service Process and His/her

question 34

Multiple Choice

The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many ________.

• A) observer; perceptions
• B) observer; observations
• C) participant; perceptions
• D) participant; observations

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Definitions:

Social Trap

A situation where individuals or groups are unable to cooperate, resulting in negative outcomes for all involved due to conflicting interests.

Collective Bad

A situation or outcome that is detrimental to the well-being or interests of a group as a whole, often arising from individual actions that do not consider the collective good.

Individual Good

Benefits or positive outcomes focused on the well-being or interests of a single person.

Cognitive Control

The sense people have about the predictability or controllability of their situation.