Anderson Just Finished a New Safety Training Program Offered at His

question 25

Multiple Choice

Anderson just finished a new safety training program offered at his company's head office. A few months after returning to work, he notices that he is not applying safety measures as he should. Which of the following internal variables is most likely causing this lack of training transfer?

• A) the company simply does not support safety procedures
• B) the wrong training methods were used
• C) a poor instructor and poor program design
• D) peer pressure and lack of management support

Understand the concept of belief perseverance and how it impacts decision-making and belief systems.

Comprehend the effects of framing on decision-making and perception.

Recognize the role of intuition in quick decision-making and the formation of first impressions.

Grasp how motivated reasoning and confirmation bias can lead to biased evaluations of evidence.

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Definitions:

Delivery Gap

The difference between customer expectations for service delivery and the actual service delivered.

Service Failure

A situation where a service does not meet a customer's expectations, leading to dissatisfaction or complaints.

Inseparability of Services

Refers to the concept that services are produced and consumed at the same time, meaning the provider and the customer must be present for the transaction to occur.

Satisfaction Guarantees

A promise made by a company to refund or replace a product if a customer is not satisfied with the purchase, intended to reduce purchase risk and increase customer trust.