The Service-System Design Matrix Identifies Six Forms of Service Encounters

question 32

True/False

The service-system design matrix identifies six forms of service encounters.

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Definitions:

Separation Anxiety

Distress of an infant or young child when a primary caregiver leaves the child in someone else’s care. Usually begins in the second half of the first year, demonstrating the infant’s capacity to recall the absent caregiver, and is viewed as a sign of attachment to that caregiver.

Easy Babies

A temperament type described by Thomas and Chess. These babies are placid, not very active, show positive affect, and are regular in their rhythms, making them easier to care for than other babies.

Slow-To-Warm Babies

Describes infants who show a cautious response to new experiences or people, gradually becoming comfortable over time.

Placidity

The quality of being calm, peaceful, or tranquil.