Mass Service Entities Are Characterised By

question 75

Multiple Choice

Mass service entities are characterised by:
i. high contact time.
ii. high levels of customisation.
iii. low levels of discretion.
iv. front office orientation.

• A) i
• B) ii and iv
• C) iii
• D) None of the given answers

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Definitions:

DRL

Differential Reinforcement of Lower rates of behavior, a technique used to decrease frequent behaviors without completely eliminating them.

Reinforcement

The process of increasing the likelihood of a behavior by following it with a positive stimulus or removing a negative one.

Differential Reinforcement

A behavior modification technique which reinforces specific behaviors while withholding reinforcement for others, often used to increase desirable behaviors and decrease unwanted ones.

Educator

An individual who provides instruction or education to students in a variety of settings, including schools and informal educational contexts.