An Electronics Retail Chain Asked Its Customers to Rate the Service

question 94

Multiple Choice

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

• A)reliability.
• B)responsiveness.
• C)assurance.
• D)empathy.
• E)tangibility.

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Definitions:

Integrative Negotiation

A negotiation strategy focused on collaborative problem-solving, where parties aim to find a win-win solution that optimally satisfies the interests of all involved.

Conflict-reduction Strategies

Methods or techniques applied to decrease the level of disagreement or discord in a situation.

Reinforcing Tension

Strengthening or emphasizing the strain or stress within a given situation, relationship, or system, potentially leading to escalated conflicts or breakdowns.

Role Reversal

The act of switching roles within a situation, allowing individuals to experience and understand the opposite perspective.