Customers Who Are Too Friendly or Too Helpful During a Service

question 20

True/False

Customers who are too friendly or too helpful during a service encounter can produce a less than desired influence on other service patrons who are also experiencing the same service at the same time.

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Definitions:

Immediate Reinforcement

The provision of a reward or punishment immediately following a behavior, which increases the likelihood of that behavior being repeated in the future.

Spiderman

A fictional superhero character created by Marvel Comics, known for his spider-like abilities and swinging across cityscapes using webs.

Modeling

The process of observing and imitating a specific behavior.

Baseball Cap

A type of soft cap with a rounded crown and a stiff bill projecting in front.