Elements of the Service Process in Which There Is No

question 85

Multiple Choice

Elements of the service process in which there is no contact with the customer are referred to as:

• A)robust.
• B)delayed differentiators.
• C)back-of-the-house.
• D)user-friendly.
• E)mission-consistent.

---

Definitions:

Imitation

The action of using someone or something as a model and attempting to replicate their behavior, actions, or characteristics.

Observational Learning

Learning that occurs by watching the actions and outcomes of others' behaviors, without direct experience.

Imitate

The action of copying or mimicking the behaviors, actions, or characteristics of another individual or model.

Vicarious Punishment

Vicarious punishment occurs when an individual observes another being punished and then changes their own behavior to avoid experiencing the same consequences.