According to the Services Theater Framework

question 5

Multiple Choice

According to the services theater framework,

• A)a service customer can use the service setting to help establish expectations of the service quality and experience.
• B)a service actor's appearance and behavior can influence a service customer's perceptions of the service performance.
• C)each element of the service performance may be designed to create a different performance and customer experience.
• D)All of these statements are in agreement with the services theater framework.
• E)None of these statements is in agreement with the services theater framework.

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Definitions:

Innate Performance Preference

A natural tendency or predisposition to favor certain behaviors or skills without prior learning or experience.

Latent Learning

Learning that occurs without any obvious reinforcement or immediate demonstration of the learned behavior, which becomes apparent under different conditions.

Vicarious Learning

Learning that occurs by observing the actions, consequences, and behaviors of others rather than through direct experience.

Observational Learning

The process of learning behaviors through the observation of the behaviors of others.