What Are People a Part of If They Associate with Each

question 72

Multiple Choice

What are people a part of if they associate with each other on a regular basis because they enjoy spending time together?

• A) a primary group
• B) a secondary group
• C) a reference group
• D) a social network

Understand the various dimensions of service quality and their practical implications.

Contrast the marketing strategies between products and services.

Define key terms in service marketing, such as empowerment, the zone of tolerance, procedural fairness, and service recovery.

Recognize the challenges associated with the inseparability, perishability, and variability (heterogeneity) of services.

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Definitions:

Projection

A defense mechanism in psychology where individuals attribute their own unacceptable thoughts, feelings, or motives to another person.

Reaction Formation

This defense mechanism involves the disguising of one's own threatening impulses by attributing them to others in an exaggerated or opposite form, as a means of coping with anxiety.

Exaggerated Emotions

Intensified feelings that are often disproportionate to the situation, sometimes due to stress, personality traits, or psychological conditions.

Repression

A psychological defense mechanism where distressing thoughts and memories are unconsciously blocked from conscious awareness.