Carol's Boss Wants Her to Identify Interactive Customer Touchpoints in the Organization.She

question 100

Multiple Choice

Carol's boss wants her to identify interactive customer touchpoints in the organization.She has decided that all EXCEPT _______________ are interactive.

• A) Call centers
• B) The company's static Web site
• C) The 1-800 telephone line
• D) Sales representatives
• E) Branch offices

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Definitions:

Inhibitory Generalization

Inhibitory generalization refers to the process whereby learned inhibition to a certain stimulus is generalized to other similar stimuli.

Stimulus Contrast

The difference in intensity or quality between two stimuli, which can affect perception and behavioral responses.

Generalization Gradient

The generalization gradient is a measure of the degree to which learned behavior is exhibited in response to stimuli that are similar but not identical to the conditioned stimulus.

Conditioned Fear

A learned response where a neutral stimulus begins to elicit fear after being paired with an aversive event.