There Are Five Elements That Affect Customers' Perceptions of Service

question 5

Multiple Choice

There are five elements that affect customers' perceptions of service quality. They are reliability, appearance of the tangibles, responsiveness, assurance, and

• A) credibility.
• B) experience within industry.
• C) responsibility.
• D) employee empathy.
• E) product knowledge.

Recognize the role of managers in shaping desirable behaviors through reinforcement and understanding of behavioral changes.

Identify the subjective nature of labeling behaviors as desirable or undesirable within an organization.

Understand the permanence of learned behavior changes resulting from practice or experience.

Recognize the difference between reinforcement and reward and their implications in reinforcement theory.

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Definitions:

Craniectomy

A surgical procedure involving the removal of a portion of the skull to relieve pressure on the brain or to remove a brain tumor.

Kyphosis

A condition characterized by an excessive outward curvature of the spine, causing hunching of the back.

Lumbar

Relating to the lower region of the back between the ribs and the pelvis.

-Malacia

A suffix denoting a pathological softening of tissues, commonly used in medical terms.