The Concept of __________ Refers to the Area Between Customers

question 53

Multiple Choice

The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service.

• A) voice-of-customer programs
• B) empowerment
• C) the zone of tolerance
• D) standards analysis
• E) quality gap analysis

Identify the functions of the mass media as per different theoretical perspectives.

Understand the concept and consequences of media imperialism.

Grasp the role of media in representing and possibly misrepresenting minority groups and social issues.

Recognize the potential of the Internet to transform user interaction with media and its impact on democratization.

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Definitions:

Situational Attributions

The process of assigning the cause of behavior to some situation or event outside a person's control rather than to some internal characteristic.

Social Influence

The effect that the words, actions, or mere presence of other people have on our thoughts, feelings, attitudes, or behavior.

Scots-Irish Herders

Descendants of Scottish and Irish immigrants in the United States, particularly those who engaged in herding and pastoral activities.

Emotional Labour

The effort to control feelings and outward emotional displays to adhere to a job's emotional expectations.