Service Defections Are Important in Process Control for Services Because

question 7

Multiple Choice

Service defections are important in process control for services because:

• A)No advertising is necessary to get the business of long-term customers
• B)They are equally important to organizations that produce tangible outputs
• C)A customer who takes their business elsewhere is analogous to a product defect
• D)Long-time customers are more likely to purchase additional products
• E)All of the above

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Definitions:

Reciprocal Inhibition

A neurological process where the activation of one muscle group leads to the automatic inhibition of its antagonist muscle group, facilitating movement.

Aversive Conditioning

A form of conditioning that uses an unpleasant stimulus to stop or avoid an undesirable behavior.

Operant Conditioning

A method of learning that occurs through rewards and punishments for behavior, encouraging the repetition of desired behaviors.

Behavior Modification

A therapeutic approach that seeks to change potentially self-destructive or unhealthy behaviors through the systematic application of the principles of behaviorism.