Service Firms Are Realizing That All _____ Aspects of Quality

question 31

Multiple Choice

Service firms are realizing that all _____ aspects of quality must be present for a success _________________ program.

• A)five; customer-experience management (CEM)
• B)five; customer-relationship management (CRM)
• C)four; customer-experience management (CEM)
• D)four; social-experience management (SEM)

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Definitions:

Carl Rogers

An influential American psychologist who founded client-centered therapy and emphasized the importance of a supportive therapeutic environment for growth and healing.

Ego Identity

A sense of self developed through personal experience, social interactions, and reflections on those experiences.

Observational Learning

Learning that occurs through observing the behavior of others and the outcomes of those behaviors.

Social Cognitive Theory

A theory of learning and social behavior which proposes that new behaviors can be acquired by observing and imitating others.