As a Child, Lilly Observed That Even Though Both Her

question 75

Multiple Choice

As a child, Lilly observed that even though both her parents were employed, her mother served all family members their dinner. She noticed that her mother did all sorts of "little things" to please family members. She saw that although her father took the children to doctors, dentists, etc., it was her mother who made and kept track of these appointments. As an adult, Lilly incorporated all these behaviors into her own family life. This example supports the ideas of the

• A) cognitive social learning theory.
• B) gender modeling theory.
• C) moral development theory.
• D) psychoanalytic theory.

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Definitions:

Knowledge Gap

A type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations.

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.

Communications Gap

A discrepancy that arises when the message intended by the sender differs significantly from what is understood by the receiver.

Customer Expectations

Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.