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What are the four levels of service performance according to the chapter?
Identity Crisis
An interval characterized by ambiguity and turmoil, during which an individual's identity feels unstable, usually triggered by shifts in societal expectations or personal goals.
Reinforcements
In behavior psychology, stimuli which increase the likelihood of a behavior being repeated, can be positive or negative.
Consequences
The outcomes or results that naturally follow from an action, decision, or condition, whether they are positive or negative.
Respondent Conditioning
A learning process in psychology that involves an automatic response to a specific stimulus, also known as classical conditioning.
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