________ Refers to the Physical Surroundings in Which a Service

question 197

Short Answer

________ refers to the physical surroundings in which a service takes place, and how they affect customers and employees.

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Definitions:

Discrimination

(1) In classical conditioning, the learned ability to distinguish between a conditioned stimulus and similar stimuli that do not signal an unconditioned stimulus; in operant conditioning, the ability to distinguish responses that are reinforced from similar responses that are not reinforced. (2) In social psychology, unjustifiable negative behavior toward a group or its members.

Intelligence Tests

Assessments designed to measure cognitive abilities, including reasoning, problem-solving, and the ability to learn.

Academic Potential

The capacity of an individual to achieve and perform academically, often taking into account intellectual capability, creativity, and motivation.

Stereotype Threat

The experience of anxiety or concern in a situation where a person has the potential to confirm a negative stereotype about their social group.