By Being More Realistic About the Services They Can Provide

question 78

Multiple Choice

By being more realistic about the services they can provide and by managing customer expectations effectively, firms can close the gap.

• A)criterion
• B)knowledge
• C)standards
• D)delivery
• E)communication

---

Definitions:

Introverts

Individuals who prefer solitary activities and get drained by social engagement, often characterized by depth of feeling and thought.

Person-Situation Debate

A historical debate in psychology about whether behavior is more influenced by personality traits or situational factors.

Walter Mischel

A psychologist best known for his research on personality theory and cognitive and social-cognitive processes.

Extravert

A person who is outgoing and derives energy from interactions with others as opposed to solitude.