Total Customer Satisfaction Is Measured Based on the Relationship of ________

question 96

Multiple Choice

Total customer satisfaction is measured based on the relationship of ________.

• A) anticipated and real performance
• B) perceived performance and expectation
• C) advertised outcomes and real outcomes
• D) past experience and present experience
• E) customer attitude and salesperson's attitude

Analyze the historical roots of racial and gender stereotypes and their persistence in contemporary media.

Discuss the relationship between societal norms regarding appearances and social roles and stereotypes about sexuality.

Understand stereotype threat and its implications on performance and self-assessment.

Evaluate the changing attitudes toward gender roles and the resistance of stereotypes to change.

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Definitions:

Deindividuation

The feeling that one’s self has merged with a group.

Risky Shift

The tendency for group members, after discussion and interaction, to engage in riskier behavior than they would while alone.

Organizational Ritualism

A situation in which rules become ends in themselves rather than means to an end.

Normative Organizations

These are groups individuals voluntary join due to shared interests or values, such as charities or religious organizations.