In Service Marketing, the Most Important Link to the Customer

question 128

Multiple Choice

In service marketing, the most important link to the customer is

• A) effective advertising.
• B) good word-of-mouth communication.
• C) well-trained contact employees.
• D) the tangible aspects of the service.
• E) exceptional service quality.

Analyze the ethical considerations of using reinforcement strategies to influence employee behavior.

Understand the critical factors that enhance task performance through organizational behaviour modification.

Identify effective ways to implement behaviour modelling training.

Comprehend the role of feedback, social recognition, and money as forms of positive reinforcement in the workplace.

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Definitions:

Ego

The part of the mind in psychoanalytic theory that mediates between the conscious and the unconscious and is responsible for reality testing and a sense of personal identity.

Personal Identity

The concept of self that encompasses personal beliefs, values, and attributes that distinguish one individual from another.

Conscious Experience

The subjective, qualitative experience of awareness and perception that can include thoughts, sensations, and emotions.

Bureaucratic Identity

Refers to the perception and representation of individuals within structured organizations or governments, highlighting roles, hierarchy, and group identification.