Consumers Look Closely at Service Quality When Comparing Competing Services

question 21

Multiple Choice

Consumers look closely at service quality when comparing competing services because

• A) they perceive all services to be essentially the same.
• B) they typically have very few services from which to select.
• C) all services are priced about the same.
• D) quality is the only relevant service characteristic.
• E) services are very difficult to evaluate.

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Definitions:

Fight-Or-Flight

A physiological response to perceived harmful events, attacks, or threats to survival, instigating an automatic response in the nervous system to either confront the threat or escape.

Kipling Williams

A researcher known for their work in the fields of psychology, particularly in studying social ostracism and group dynamics.

Sociometer Model

A psychological theory suggesting that self-esteem is a measure of how well individuals perceive they are viewed by others in their social group.

Self-esteem

The perception and evaluation of one's own worth or value.