Which of the Following Indicates the Extent to Which Customers

question 45

Multiple Choice

Which of the following indicates the extent to which customers are committed to an organisation's products or services and the strength of customers' predisposition to select one brand over another?

• A) Customer satisfaction
• B) Customer engagement
• C) Customer loyalty
• D) Customer communication

Understand the conceptual differentiation between the public self and self-concept.

Identify and explain mechanisms of self-enhancement and self-presentation.

Describe the effects of societal and cultural influences on self-construals.

Recognize and explain the impacts of motivation types (intrinsic vs. extrinsic) on behavior.

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Definitions:

Extinction Procedure

A behavioral technique in which reinforcement of a previously reinforced behavior is discontinued, leading to a decrease in the frequency of the behavior.

Operant Conditioning

A process of acquiring knowledge in which the force of an activity is changed by either positive reinforcement or penalties.

Token Economy

A behavioral therapy method that involves rewarding desired behaviors with tokens that can be exchanged for various privileges or treats.

Operant-conditioning

A learning process through which the strength of a behavior is modified by reward or punishment.