An Example of a Tangible Attribute as Studied by SERVQUAL

question 67

Multiple Choice

An example of a tangible attribute as studied by SERVQUAL is _____.

• A)a service technician's uniform
• B)the providing of services when promised
• C)the giving of attention to a customer's complaint by a service technician
• D)keeping customers informed about when their service will be performed

Examine the impact of reality shock and the adjustment process in organizational socialization.

Understand the importance of co-workers as organizational socialization agents.

Evaluate the role of mental models and assumptions in shaping organizational culture.

Analyze the effect of corporate stories and rituals in conveying organizational culture.

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Definitions:

Emotion

A complex psychological state involving feelings, physiological changes, and an external expression, often triggered by a thought or experience.

James-Lange Theory

A theory of emotion that suggests emotions arise from physiological reactions to external events before they are mentally processed.

Evolutionary Theory

Evolutionary theory is a scientific explanation for the unity and diversity of life on Earth, proposing that all species of organisms arise and develop through natural selection of small, inherited variations.

Schachter-Singer

A theory of emotion that suggests emotions are determined by physiological arousal and the cognitive interpretation or labeling of the cause of that arousal.