When Buffalo Bank Required All Customers to Use Its Online

question 38

True/False

When Buffalo Bank required all customers to use its online banking services, over 20 percent of their customers closed their accounts. In this scenario, Buffalo Bank's service fell outside customers' zone of tolerance.

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Definitions:

Overarching Goal

The primary, broad objective that guides a series of actions or strategic plans, often setting the direction for multiple sub-goals.

Rogers

Carl R. Rogers, a pioneering psychologist who founded person-centered therapy, emphasizing empathy, congruence, and unconditional positive regard in the therapeutic relationship.

Person-centered Counseling

A therapeutic approach focused on creating a non-judgmental, empathetic environment to foster a client's self-exploration and personal growth.

Developed

The state or process of growth, advancement, or evolution, often in the context of personal, physical, or intellectual advancement.