The Two Basic Components of a Customer's Evaluation of Services

question 71

Multiple Choice

The two basic components of a customer's evaluation of services are:

• A)expectations and customer contact.
• B)expectations and actual experience.
• C)intangibility and inconsistency.
• D)experience and credence.

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Definitions:

High Levels of Aggression

Refers to an increased tendency or frequency to engage in behaviors intended to harm or assert dominance over others.

Parent Training Programs

Educational programs aimed at teaching parents effective strategies for managing their children's behavior and promoting their development.

Modeling Violence

The act of imitating or replicating violent behaviors observed in others, often through media exposure.

Frustration-Aggression Principle

A theory suggesting that frustration often leads to aggressive behavior as one becomes angry and strives to remove the cause of the frustration.