Which of the Following Is a Characteristic of a Well-Designed

question 25

Multiple Choice

Which of the following is a characteristic of a well-designed service system?

• A)Provides a unconditional service guarantee
• B)Each element of service system consistent with the operating focus of the firm
• C)The front end of the service encounter is equal to the back end
• D)It segments the pleasure for the customer
• E)It lets the customer control the process

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Definitions:

Cognitive Bias

A cognitive bias is a systematic pattern of deviation from norm or rationality in judgment, whereby inferences about other people and situations may be drawn in an illogical fashion.

Behavioral Economics

An area of economic research that examines the psychological and social factors influencing the economic decisions of individuals and institutions.

Rational Decisions

Decisions that are made based on logical reasoning from available information, aiming to maximize the outcome or benefit.

Confirmation Bias

The tendency to search for, interpret, favor, and recall information in a way that confirms one’s preexisting beliefs or hypotheses.