Research Has Indicated Service Providers Need to Focus on the "Back

question 78

Essay

Research has indicated service providers need to focus on the "back end" of the service encounter sequence.What does this mean for an airline?

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Definitions:

Yerkes-Dodson Law

A theory suggesting there is an optimal level of arousal for the best performance of any task; too little or too much arousal can negatively affect performance.

Appraisal Theory

A theory in psychology which states that our emotional response to an event is shaped by our perception and evaluation of the event.

Transactional Model of Stress

A framework that emphasizes the individual's perception and appraisal of a stressful event as crucial in determining their stress response.

Attribution Theory

A psychological theory that explains how individuals interpret and assign causes to behaviors and events around them.