If You Observe an Interviewee Having Second Thoughts Due to Prior

question 36

Multiple Choice

If you observe an interviewee having second thoughts due to prior held beliefs, this psychological discomfort is known as

• A)balance.
• B)dissonance.
• C)consubtantiality.
• D)induced compliance.

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Definitions:

Variability in Performance

The degree to which the outcomes or results of a process, such as service delivery, can differ over time.

Symbolic

Serving as a representation or symbol of ideas, values, or concepts without having a direct practical application.

Experiential Attribute

A characteristic of a product or service that is perceived through the senses during use, contributing to the overall customer experience.

Customer Delight

The result of exceeding customer expectations to a significant degree, creating a highly positive emotional response.