COMPLETION QUESTIONS Customer Service

question 19

Essay

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-____________ is any contact with a service organization that the customer may use to evaluate the service.

---

Definitions:

Mutual Goals

Objectives shared by all parties in a negotiation or collaborative effort, fostering cooperation and a sense of common purpose.

Distributive Bargaining

A negotiation process focused on dividing a limited amount of resources, where one party's gain is typically another's loss, echoing the principles of distributive negotiations but emphasizing the competitive aspect.

Extraversion

A personality trait characterized by outgoingness, high energy, and engagement in social situations.

Agreeableness

A personality trait characterized by warmth, kindness, and a cooperative attitude, which can influence negotiation and interpersonal interactions positively.