Bill Always Takes His Shoes to the Same Cobbler When

question 96

Multiple Choice

Bill always takes his shoes to the same cobbler when they need to be resoled because that cobbler always has the shoes ready quickly.This cobbler excels at which of the following five determinants of service quality

• A) Reliability
• B) Responsiveness
• C) Assurance
• D) Empathy
• E) Tangibles

Identify and improve nonverbal communication skills.

Understand and describe the concepts of high-context and low-context cultures.

Recognize and apply effective communication strategies for interacting with multicultural audiences.

Become aware of common psychological and physical barriers to effective communication.

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Definitions:

Stepped Care

A system of delivering and monitoring treatments so that the most effective yet least resource-intensive treatment is delivered to patients first, only 'stepping up' to intensive or specialist services as clinically required.

Effectiveness

The degree to which a method or treatment achieves its intended outcomes under typical, real-world conditions.

Efficiency

The ability to achieve a desired outcome with the least waste of time, effort, or resources.

Psychotherapy

The treatment of mental disorder or emotional challenges through psychological rather than medical means, involving various therapeutic techniques.