Of the Connections Between the Customer and Service Provider,the __________

question 43

Multiple Choice

Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

• A)service delivery
• B)customer satisfaction
• C)customer-provider
• D)Each of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.
• E)None of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

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Definitions:

Expectancy Theory

A motivational theory suggesting that individuals are more likely to engage in certain behaviors based on the expected outcomes and the attractiveness of those outcomes.

Expectancy

In motivational psychology, expectancy refers to the belief that one's effort will lead to the attainment of desired performance goals.

Expectancy Theory

A theory that proposes an individual's motivation is related to their expectation of a desired outcome and the attractiveness of that outcome.

First-Level Outcomes

Immediate results or effects of an action or intervention that can lead to longer-term impacts or second-level outcomes, often used in evaluation frameworks.