Psychological Costs to the Customer Can Be Minimised by Ensuring

question 25

True/False

Psychological costs to the customer can be minimised by ensuring that unpleasant surroundings and procedures are eliminated or minimised.

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Definitions:

Suzanne Kobasa

A psychologist known for her research on stress, specifically the concept of stress resilience and the "hardiness" personality trait.

Commitment

The state or quality of being dedicated to a cause, activity, or goal, often involving a promise or firm decision to do something.

Challenge

Any task or situation that tests someone's abilities in a way that is stimulating, demanding, or requires an effort to overcome.

Control

The psychological process or mechanism that regulates an individual's ability to direct their thoughts, emotions, and behaviors towards achieving goals or responding to environmental demands.