Two Important Considerations in Service Delivery Are Managing Customer Expectations

question 4

True/False

Two important considerations in service delivery are managing customer expectations and incorporating self-service technologies.

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Definitions:

Compliance Conformity

Adjusting one's behavior or beliefs to match those of others, often in response to explicit or implicit social pressure.

Personal Acceptance Conformity

Refers to the process where individuals adapt their attitudes, beliefs, or behaviors to align with those of a group or society as a whole, often to gain acceptance or approval.

Fault Lines

Divisions or splits within a group that may arise from demographic differences and can lead to conflict.

Larger Groups

Social or working clusters consisting of a greater number of members, often leading to more diverse interactions and complexity in dynamics.