Service Providers Often Encounter Rude and Unreasonable Consumers

question 15

Multiple Choice

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

• A)empowering consumers.
• B)providing support and incentives for their employees.
• C)directing zone of tolerance limits for employees.
• D)doing effective customer screening.
• E)forcing rude customers to use technology.

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Definitions:

Cannon

Cannon likely refers to Walter B. Cannon, a physiologist who coined the term "fight or flight response" and contributed significantly to the understanding of homeostasis.

Parasympathetic Nervous

The part of the autonomic nervous system responsible for conserving energy and relaxing the body, counterbalancing the sympathetic nervous system.

Cognitive-Physiological Theory

A concept that links cognitive processes with bodily functions, explaining how thoughts and emotions influence physiological responses.

Schachter

Refers to Stanley Schachter, a psychologist known for his work on emotion, particularly the two-factor theory of emotion.