When Recovering from a Defective Service Encounter, Poor Treatment from a Server

question 71

True/False

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

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Definitions:

Fixed Versus Incremental Attribution

Theories that explain how people perceive their ability to change (incremental) versus viewing their abilities as static (fixed).

Stable Internal

Characteristics or attributes within an individual that are consistent and reliable over time.

Stable External

Refers to external conditions or factors that remain consistent and unchanging over time, affecting individuals or environments in a predictable manner.

Internal Attribution

The process of explaining one's own behavior or the behavior of others by attributing causes to internal characteristics or dispositions.