Many Services Depend on __________ for the Creation and Delivery

question 162

Multiple Choice

Many services depend on __________ for the creation and delivery of the customer service experience.

• A)people
• B)government
• C)process
• D)productivity
• E)physical environment

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Definitions:

Behavioral Aggregation

The concept that predicts an individual's behavior over time and across different situations is more accurately understood when those behaviors are aggregated or collectively analyzed.

Effort Justification

A concept in social psychology that suggests individuals rationalize the effort or sacrifice they have made to achieve a goal or outcome, often valuing it more as a result.

Attitude Accessibility

The ease with which an attitude or opinion can be recalled from memory, affecting how quickly and consistently it influences behavior.

Cognitive Dissonance Theory

The theory suggesting that experiencing conflict between beliefs and behaviors leads to discomfort, which individuals strive to reduce by changing their beliefs or behaviors.