Routinizing Service Interactions Is _____, but It Increases the Customer's

question 31

Multiple Choice

Routinizing service interactions is _____, but it increases the customer's sense of _____.

• A)impersonal; control
• B)efficient; impersonality
• C)expensive; value added
• D)demeaning; superiority
• E)alienating; control

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Definitions:

Transference

In psychotherapy, the redirection of a patient's feelings for a significant person to another individual, often the therapist, in the current situation.

Resistance

Largely unconscious defensive maneuvers intended to hinder the progress of therapy.

Overinterpretation

The tendency to assign too much meaning or significance to events, often beyond what is justified by the actual information available.

Free Association Linkage

A psychoanalytic technique where clients verbalize all thoughts that come to mind without censorship or filtering, revealing unconscious thoughts and feelings.