The Degree to Which Someone Is Calm, Enthusiastic and Secure

question 131

Multiple Choice

The degree to which someone is calm, enthusiastic and secure (positive) or tense, nervous, depressed and insecure (negative) is described as which of the following Big Five personality traits?

• A)extraversion
• B)openness to experience
• C)conscientiousness
• D)agreeableness
• E)emotional stability

Identify the elements of service delivery processes including the experience economy and service blueprints.

Recognize the role of employees and employee actions in shaping customer perceptions of service quality.

Understand the concept and application of off-peak pricing to manage service demand.

Identify the expanded marketing mix (the seven Ps) for services and their significance in services marketing.

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Definitions:

Present Values

The monetary value now of a future lump sum or cash flow series, taking into account a particular rate of return.

Excel

A spreadsheet program developed by Microsoft used for data organization, analysis, and calculation.

Periodic Interest Payments

Regularly scheduled payments made to a lender or creditor for the use of borrowed money, typically part of the terms of a loan.

Par Value

The face value of a bond or stock as stated by the issuing company, which does not necessarily reflect market value.