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What are the five types of customer-induced variability according to Frei?
Obsessive-Compulsive Personality Disorder
A personality disorder characterized by a pervasive pattern of preoccupation with orderliness, perfectionism, and control, without the presence of true obsessions and compulsions found in OCD.
Traits
Relatively stable patterns of thought, feeling, or behavior that characterize an individual.
States
Temporary patterns of thought, feeling, or behavior.
Walter Mischel
A psychologist known for his research on personality theory and cognitive psychology, including the famous Marshmallow Test related to delayed gratification.
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