A Service Guarantee

question 14

Multiple Choice

A service guarantee:

• A)Is like a product guarantee except that it is for a service
• B)Specifies exactly what the service delivery system must provide
• C)Builds loyalty
• D)All of the above

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Definitions:

Role Identities

The conceptions held by individuals about who they are in specific roles within their social networks or groups.

Reflected Appraisals

The method through which people create self-images influenced by their assumptions of others' opinions about them.

Racial Identity

An individual's awareness and experience of being a member of a racial group, including the personal significance and social meaning attached to that group membership.

Cultural Exposure

The experience of encountering and interacting with customs, traditions, and practices different from one's own.