One Study Estimated That One-Third of All Service Problems Are

question 105

Multiple Choice

One study estimated that one-third of all service problems are caused by the

• A) expectation.
• B) delivery.
• C) manager.
• D) customer.
• E) employee.

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Definitions:

Relative Luminance

A measure of the brightness of a color perceived by the human eye, relative to a white reference point, used in computer vision and digital imaging.

Interposition

A visual cue in which one object partially blocks another, indicating depth perception in visual field.

Perceptual Set

A psychological framework or expectation that significantly influences one’s perception of sensory information.

Psychokinesis

The supposed ability to move objects by mental effort alone.