Organizations Attempt to Reduce Inconsistency in Their Services by

question 102

Multiple Choice

Organizations attempt to reduce inconsistency in their services by

• A) investing in modern manufacturing equipment.
• B) reducing incentives available to employees because of poor performance.
• C) reducing the customer contact points in the service delivery process.
• D) providing standardization and training.
• E) exercising better hiring practices.

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Definitions:

Cannon-Bard Theory

A theory of emotion that argues that we experience physiological arousal and emotional feelings simultaneously and independently.

Neck-Level Spinal

Pertaining to the region of the spinal cord that is located at the level of the neck, involving cervical vertebrae.

Two-Factor Theory

A psychological theory that proposes emotions are based on two factors: physiological arousal and cognitive labeling of that arousal.

Polygraph Principle

The polygraph principle is based on detecting physiological changes in the body as a response to questions, used to infer truthfulness.