Flowchart of the Points of Interaction Between a Customer and a Service

question 105

Multiple Choice

flowchart of the points of interaction between a customer and a service provider is referred to as

• A) a service continuum.
• B) gap analysis.
• C) a customer contact audit.
• D) a customer contact continuum.
• E) a service audit.

---

Definitions:

Ethnocentrism

The belief in the inherent superiority of one's own ethnic group or culture.

Cultural Contagion

The rapid spread of beliefs, values, practices, and norms from one culture to another, often through social interaction or media.

Power Distance

The extent to which less powerful members of a society accept and expect that power is distributed unequally.

Individualism

A social theory favoring freedom of action for individuals over collective or state control.