In a Service Encounter, Customers as Well as Employees Have

question 23

Multiple Choice

In a service encounter, customers as well as employees have a role to play and the satisfaction of both parties depends on:

• A)role ambiguity
• B)role conflict
• C)cognitive effort
• D)role congruence
• E)scripts

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Definitions:

Dramatic Cluster

A term used in psychology to describe a group of personality disorders characterized by dramatic, emotional, or erratic behavior.

Psychodynamic Theorists

Scholars and clinicians who emphasize the systemic study of the psychological forces that underlie human behavior, feelings, and emotions and how they might relate to early experience.

Obsessive-Compulsive

Referring to Obsessive-Compulsive Disorder (OCD), a mental disorder where individuals have recurring, unwanted thoughts (obsessions) and behaviors (compulsions) that they feel the urge to repeat over and over.

Anal Stage

In psychoanalytic theory, the second 18 months of life, during which the child’s focus of pleasure shifts to the anus.