Yum Yum Ice Cream Shoppe Provides Each Employee with a Clean

question 8

Multiple Choice

Yum Yum Ice Cream Shoppe provides each employee with a clean, sharp-looking uniform. It also instructs employees to keep the work area neat, tidy, and uncluttered. Yum Yum Ice Cream Shoppe emphasizes ________ in the five service quality dimensions.

• A)assurance
• B)reliability
• C)tangibles
• D)responsiveness
• E)empathy

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Definitions:

Psychosexual Stages

A theory proposed by Freud describing how personality develops through five stages (oral, anal, phallic, latency, genital) centered on erogenous zones.

Phallic

Relating to or resembling the penis, often used in the context of Freudian psychoanalysis to describe a stage of human development.

Genital

Pertaining to the external and internal organs of reproduction in both males and females.

Defense Mechanism

Psychological strategies brought into play by individuals, groups, or even nations to cope with reality and to maintain self-image.