Which of the Following Themes Is NOT a Source of Customer

question 58

Multiple Choice

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

• A) Recovery
• B) Adaptability
• C) Spontaneity
• D) Credibility
• E) Coping

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Definitions:

Mentally

Pertaining to the mind, or involving cognitive processes such as thinking, reasoning, and remembering.

Empirical Evidence

Information acquired by observation or experimentation that is used to confirm or disprove a hypothesis or theory.

Anecdotes

Short, often amusing or interesting stories about a real incident or person, typically used to illustrate a point.

Psychoanalysis

A therapeutic approach and theory of psychology developed by Sigmund Freud that emphasizes unconscious motives and conflicts.