According to the Perceived-Control Perspective,which of the Following Statements Is

question 32

Multiple Choice

According to the perceived-control perspective,which of the following statements is true?

• A)If a firm is due to make changes in its operation that will have an impact on consumers,it is importantto not tip off consumers that the changes are coming.
• B)The more service providers concede control to customers,the higher their job satisfaction.
• C)When considering strategies to increase consumer and employee control,it is equally important for theservice firm itself to maintain control of the service experience.
• D)When consumers experience cognitive control,the effect is not the same as that achieved by behavioralcontrol.
• E)Predictability provides behavioral control.

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Definitions:

Facial-Feedback Hypothesis

The idea that sensory feedback from our facial expressions can affect our mood and emotions, suggesting that smiling can make us feel happier.

Positive Feelings

encompass emotions and sentiments that are uplifting, joyous, or gratifying, contributing to an overall sense of well-being.

Facial Expressions

Visual cues expressed by the muscles in the face conveying emotions, social information, or reactions to stimuli.

Paul Ekman

A psychologist who is best known for his work on the facial expressions of emotion and their relation to our feelings.