When Recovering from a Defective Service Encounter, a Poor Treatment

question 39

True/False

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

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Definitions:

Job Crafting Behaviours

The actions and strategies individuals use to reshape and redefine their job roles and tasks to improve fit, satisfaction, engagement, and overall work experience.

Core Job Characteristic

Fundamental attributes of a job that affect employee motivation and job satisfaction, such as task variety and autonomy.

Experienced Responsibility

The feeling or sense of obligation and accountability for outcomes of one's work or actions.

Psychological Identification

The process by which an individual assimilates aspects, properties, or attributes of another person, incorporating them into their own self-concept.