What Are Customer-Service Standards

question 169

Multiple Choice

What are customer-service standards?

• A) definitions of acceptable performance for service quality
• B) the result of effective service cost trade-offs
• C) functional service areas that require changes in strategy
• D) tied directly to service suboptimization requirements

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Definitions:

Muscle Tension

The physical condition of tightened muscles, usually as a result of stress, anxiety, or physical exertion.

Reinforcement Schedules

Patterns or rates of providing or withholding reinforcers.

Respondent Behavior

Respondent behavior refers to automatic, reflexive responses to stimuli, as described in classical conditioning theories in psychology.

Operant Behavior

Behavior that is controlled by consequences, such as rewards or punishments.