Service Staff's Ability to Act in a Friendly and Polite

question 65

Multiple Choice

Service staff's ability to act in a friendly and polite manner and to care for their customers, is an example of which of the following service dimensions?

• A)Empathy
• B)Communication
• C)Credibility
• D)Courtesy

---

Definitions:

Flashbulb Memories

Vivid, detailed recollections of significant or traumatic events, which are imprinted with high clarity as if taken by a camera’s flash.

Vivid

Descriptive of something strikingly bright or intense, either visually or in terms of perception, making it likely to attract attention or create a strong impression.

Emotional Areas

Regions within the brain, such as the amygdala and prefrontal cortex, that are fundamentally involved in processing, regulating, and responding to emotional stimuli.

Autobiographical Memory

A type of memory system consisting of episodes recollected from an individual's life, based on a combination of episodic (personal experiences) and semantic (facts and concepts) memory.