Three Elements (The Service Organization, the Contact Personnel and the Customer)

question 32

Multiple Choice

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?  

• A) (a)
• B) (b)
• C) (c)
• D) (d)

Identify the phenomena of mental fatigue and recognize its impact on cognitive and emotional functioning.

Explain the conditions under which people rely on self-perception to understand their attitudes.

Understand expectancy-value theory and its application to goal-directed behavior.

Describe the phenomenon of transferred excitation and its effect on emotional reactions.

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Definitions:

Intra-cavernous Therapy

A medical treatment often used for erectile dysfunction that involves the direct injection of medication into the base of the penis.

Erectile Dysfunction

A condition in which a man has persistent difficulty achieving or maintaining an erection sufficient for sexual intercourse.

Hypersexuality Disorder

A medical condition characterized by excessively high sexual urges or behaviors that affect one's life negatively.

Fibrosis

The thickening and scarring of connective tissue, usually as a result of injury or illness.