In the Service-System Design Matrix, a Mail Contact Service Encounter

question 9

Multiple Choice

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

• A)High sales opportunity
• B)High degree of customer/server contact
• C)High production efficiency
• D)Low sales opportunity
• E)None of these

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Definitions:

Unconditional Positive Regard

A concept in client-centered therapy involving an acceptance and support of a person regardless of what they say or do, emphasized by psychologist Carl Rogers.

Carl Rogers

An influential American psychologist who founded the humanistic approach to psychology, emphasizing the importance of the self and the individual's potential for self-growth.

Transference

A phenomenon in psychotherapy wherein the feelings, desires, and expectations of the patient towards significant people in their life are redirected or applied to the therapist.

Countertransference

involves the redirection of a therapist's feelings and attitudes from their own personal background towards a client.