Explain How the Gap Between Service Quality Standards and Customer

question 118

Essay

Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?

Appreciate the long-standing nature vs. nurture debate and its implications for psychology.

Understand the methodology and goals of psychology as a science.

Recognize the importance of behaviorism and its key proponents.

Understand the significance of introspection and its limitations in psychology.

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Definitions:

Bounded Rationality

The idea that in decision-making, individuals are limited by the information they have, the cognitive limitations of their minds, and the finite amount of time they have to make a decision.

Simple Strategies

Basic methods or approaches used to achieve a goal or solve a problem, often involving straightforward steps.

Irrational Decisions

Choices that are not based on logic or reasoning, often influenced by emotions or incorrect perceptions.

Functional Fixedness

A cognitive bias that limits a person's ability to use an object only in the way it is traditionally used, hindering creative problem-solving.