Service Businesses and Customers Share a Set of Expectations About

question 102

Multiple Choice

Service businesses and customers share a set of expectations about the emotions that should be displayed during a service encounter.These expectations are a function of _________________ norms.

• A) societal
• B) occupational
• C) organizational
• D) all of these

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Definitions:

Quarterly Targets

Objectives set by a business or organization to be achieved within a three-month period.

Calm and Confident

A state of being that combines a peaceful mental state with self-assurance and trust in one's abilities.

Conscientiousness

A personality trait characterized by thoroughness, diligence, and a strong sense of duty.

Dependable

Reliable and trustworthy; able to be counted on for consistent performance, support, or behavior over time.