Understanding Service Experiences Begin with the Identification of Factors That

question 9

True/False

Understanding service experiences begin with the identification of factors that contribute to customer responses to services.

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Definitions:

Mental Efficiency

The effectiveness with which an individual can perform cognitive tasks, including problem-solving, memory, and reasoning.

Conformity Pressures

The pressure applied by a group that motivates individuals to modify their attitudes, values, or actions to conform with the norms of the group.

Polarization Theory

A theory suggesting that groups tend to make decisions that are more extreme than the initial inclination of its members.

Risky Shift Theory

suggests that people in groups tend to make riskier decisions compared to when making decisions alone due to diffused responsibility.