Examlex
COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-___________________is the practice of having service managers spend time "in the trenches" for the purpose of detecting when service recovery efforts may be needed.
Low Avoidance
A characteristic of individuals who do not actively evade or try to prevent uncomfortable or negative situations.
Attachment Style
Patterns of behavior in relationships that are formed in early childhood and affect intimate relationships throughout life.
Two-Factor Theory
A theory in psychology that posits emotions are based on physiological arousal and cognitive labels.
Triangular Model
A theory in psychology, often referring to the Triangular Theory of Love, which describes love in terms of three components: intimacy, passion, and commitment.
Q3: Establishing a(n)_ is one way of controlling
Q5: Which of these are methods that are
Q10: How can customers be empowered by advances
Q27: Service recovery is the effort an organization
Q28: Compare and contrast the services marketing mix
Q36: What are the benefits that a service
Q43: The payment of net wages involves a:<br>A)
Q44: A motor vehicle, which had a carrying
Q47: When service employees are laboring at the
Q51: Why are service organizations recommended to develop