List the Four Tools That Managers Can Use to Guide

question 33

Essay

List the four tools that managers can use to guide their design of the service process.

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Definitions:

Norm Formation

The process by which new standards of behavior, attitudes, or beliefs become established within a social group.

Group Dynamics

The patterns of interaction, including the processes and behaviors, that occur within a group setting.

Experimental Social Psychology

A branch of psychology that uses experimental methods to study how people's thoughts, feelings, and behaviors are influenced by the actual, imagined, or implied presence of others.

Cognitive Dissonance

The mental discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values at the same time, leading to an alteration in one of the attitudes, beliefs, or behaviors to reduce the discomfort.