A Gap in the Service Process That Is Considered the Misperception

question 24

Multiple Choice

A gap in the service process that is considered the misperception by the service provider of what the customer truly needs.

• A)Gap 1
• B)Gap 3
• C)Gap 4
• D)Gap 10
• E)Gap 12

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Definitions:

Social-Learning Approach

A theory that suggests individuals learn behaviors and attitudes through observation, imitation, and modeling from others in their environment.

Behaviorist Approach

A psychological perspective focused on observable behaviors and the external stimuli that influence them, often dismissing internal mental processes.

Cognitive-Behaviorist Approach

A therapeutic strategy that combines the understanding of cognitive processes and behavioral techniques to modify dysfunctional thoughts and behaviors.

Locus of Control

A psychological concept referring to the extent to which individuals believe they have control over the events affecting their lives.