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:

Common Properties

Characteristics or features shared by a group of objects, concepts, or entities.

Executive Functioning

Cognitive processes including planning, working memory, attention, problem solving, verbal reasoning, inhibition, mental flexibility, task switching, and initiation and monitoring of actions.

Goal-Directed Behaviors

Refers to actions or activities that are carried out with a specific outcome or objective in mind.

Self-Control

The ability of an individual to regulate their thoughts, emotions, and behaviors in the face of temptations and impulses.