Use the Same Service Experience from Question 1 to Explain

question 26

Essay

Use the same service experience from Question 1 to explain other factors that are known to affect customers' satisfaction evaluation.

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Definitions:

Operant Conditioning

A learning process where behaviors are influenced by consequences, including rewards and punishments.

Voluntary Behaviors

Actions that are performed intentionally, under an individual's control, as opposed to automatic or reflexive actions.

Social Learning Theory

A theory that suggests people learn from one another via observation, imitation, and modeling.

Higher Order Conditioning

A learning process whereby a stimulus that has been conditioned to produce a particular response is used in turn to condition a second stimulus to produce the same response.