What Three Elements Should Be Used as the Basis for Designing

question 99

Multiple Choice

What three elements should be used as the basis for designing customer service programs?

• A) In-store, post-purchase, and transient
• B) Product selection, product availability, and time spent looking
• C) Pretransaction, transaction, and posttransaction
• D) Product availability, searching time, and price
• E) Repair, personal selling, and warranty services

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Definitions:

Token Economy

A behavior modification system that uses tokens as reinforcing agents for desired behaviors, which can later be exchanged for various rewards.

Operant Conditioning

A behavior adjustment mechanism that operates through the distribution of incentives or the imposition of sanctions.

Systematic Desensitization

A therapy technique used to reduce phobias through gradual exposure to the feared object or situation combined with relaxation exercises.

Systematic Desensitization

A behavioral therapy technique that gradually exposes an individual to an anxiety-producing stimulus while teaching relaxation techniques to overcome the anxiety.