According to Your Book, Good Strategies for Improving Service Excellence

question 11

True/False

According to your book, good strategies for improving service excellence are to recognize and create moments of truth and to tell stories of exemplary behavior.

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Definitions:

Two-factor Theory

A concept in psychology proposed by Schachter and Singer, suggesting that emotion arises from physiological arousal followed by a cognitive interpretation of that arousal.

Attracted

Feeling drawn or held towards something or someone, typically due to qualities found appealing.

Drug

Any substance that causes a change in an organism's physiology or psychology when consumed, often used in the context of medication or recreational substances.

Ekman's Work

The research conducted by psychologist Paul Ekman, primarily focusing on the universality of facial expressions and their relation to emotions.