Service Encounters That Occur Without Any Human Contact Are Referred

question 31

True/False

Service encounters that occur without any human contact are referred to as impersonal encounters.

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Definitions:

Fluid Intelligence

The ability to deal with new and unusual problems.

Psychosocial Crisis

A predicament during development where an individual faces a challenge in personal or social identity, often conceptualized by Erik Erikson in his theory of psychosocial development.

Intimacy Versus Isolation

According to Erikson, a major developmental task of early adulthood is developing an intimate relationship. Failure to do so may lead to isolation.

Integrity Versus Despair

According to Erikson, the major developmental task of older age is finding meaning in the life that one has led. Success gives rise to a sense of integrity, whereas failure leads to despair.