High-Contact Encounters Between Customers and Service Organizations Differ Sharply from Low-Contact

question 37

True/False

High-contact encounters between customers and service organizations differ sharply from low-contact encounters.

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Definitions:

Tightness

The characteristic of a culture or group that maintains strict norms and a low tolerance for deviant behavior.

Collectivism

Collectivism is a cultural value that emphasizes the importance of groups and collective actions, prioritizing group goals over individual desires or needs.

Agency

The capacity of individuals to act independently and make their own free choices.

Discouraged

Feeling a lack of confidence or enthusiasm, often as a result of perceived obstacles or failure.