A Person Can Establish Expectations for a Service He or She

question 81

Multiple Choice

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. Actual experiences, though, are determined by

• A) the way the organization delivers its service.
• B) the positive reinforcement from friends, family, and peers, after the service was provided.
• C) repeat encounters with the same service provider.
• D) psychological feelings of well-being.
• E) a formal post-purchase evaluation or questionnaire.

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Definitions:

Manipulating

Influencing or controlling something or someone to one's advantage, often in a manner that is considered deceitful or unfair.

Synchronized De-escalation

A coordinated approach by all involved parties to progressively reduce tensions and conflict intensity in a systematic manner.

Tension Management

The practice of recognizing, addressing, and reducing stress or conflict in a situation to maintain or restore a state of equilibrium.

Active Listening

The process of fully concentrating, understanding, responding, and then remembering what is being said.