A Customer's Perception of the Benefits He or She Received

question 27

Multiple Choice

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

• A)procedural fairness.
• B)the service gap.
• C)distributive fairness.
• D)the delivery gap.
• E)the communication gap.

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Definitions:

Intergenerational Transmission

Intergenerational transmission involves the passing of behaviors, beliefs, and social customs from one generation to the next within a family or community.

Attachment Classification

A system used to categorize an individual's pattern of relationships and bonding with others, often developed in early childhood.

Securely Attached

A term in attachment theory describing individuals who have a positive view of themselves and others, enabling healthy emotional bonds.

Parenting

The process of promoting and supporting the physical, emotional, social, and intellectual development of a child from infancy to adulthood.