A Special Feature That Service Blueprints Often Use to Distinguish

question 167

Multiple Choice

A special feature that service blueprints often use to distinguish steps that are seen by the customer from those that are not seen by the customer is:

• A)separation using different pages.
• B)a line of visibility.
• C)a Pareto-type analysis.
• D)a separating using different pages.

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Definitions:

Negative Avoidance

A learning process where actions are taken to prevent an unpleasant outcome or stimuli.

Stimulus Discrimination

The learned ability to differentiate between similar stimuli and respond only to the specific stimulus conditioned.

Instinctive Drift

The tendency for animals to revert to instinctual behaviors, overriding learned behaviors from operant conditioning.

Renewal Effect

The psychological phenomenon where previously extinguished responses reappear upon return to the original context.