In Some Countries, Customers Might Resent Having the Human Element

question 41

Multiple Choice

In some countries, customers might resent having the human element removed from the service encounter because of:

• A)cultural factors.
• B)national factors.
• C)technology factors.
• D)consumption factors.
• E)international factors.

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Definitions:

Direct Approach

A method of communication where the main point or request is presented at the beginning, followed by supporting details.

Opening Paragraph

The initial section of a piece of writing that introduces the topic, sets the tone, and provides a direction for the text.

Bad-News Message

Communication aimed at delivering unfavorable or disappointing information to the recipient in a tactful way.

Indirect Approach

A communication strategy where the main point or message is not immediately presented, used often to soften the delivery of sensitive information.