Smart Firms Manage Customer's ________ at Each Step in the ______

question 63

Multiple Choice

Smart firms manage customer's ________ at each step in the ______ encounter so that customers expect what a firm can ______.

• A)expectations; service; deliver
• B)needs; service; deliver
• C)expectations; initial; deliver
• D)expectations; service; organise
• E)needs; initial; organise

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Definitions:

Operant Conditioning

A training approach in which a behavior's force is adjusted by either reinforcing or punishing.

Lack of Generosity

A behavior or attitude characterized by unwillingness or hesitation to share with others or contribute to their well-being.

Punishment

A consequence that reduces the likelihood of a behavior being repeated, often used in behavior modification strategies.

Reinforcement

In behavioral psychology, a consequence applied that strengthens an organism's future behavior whenever that behavior is preceded by a specific antecedent stimulus.