Believing That You Are in Control of Your Own Life

question 25

True/False

Believing that you are in control of your own life is known as having an internal locus of control.

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Definitions:

Perishability

A characteristic of a service.

Service Quality Dimensions

Aspects used to evaluate the quality of service, including reliability, responsiveness, empathy, assurance, and tangibles.

Service Gap

The difference between customer expectations for service quality and the actual service delivered. This gap can influence customer satisfaction and business success.

Zone of Tolerance

refers to the range within which customers are willing to accept variations in service delivery and still be satisfied.