The term servicescape refers to ______.
a. a Carnival Cruise Lines vacation package
b. the service setting or environment
c. a way to get out of a service experience
d. the service product
b. the service setting or environment
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Brand infringement issues become more complex when a brand is so well established that it may be considered a generic term, such as Kleenex
Indicate whether the statement is true or false
Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.
Answer the following statement true (T) or false (F)
Michael is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which of the Big Five personality dimensions?
A. Emotional stability B. Conscientiousness C. Extroversion D. Openness to experience E. Self-monitoring
Which of the following statements is not true of communicating through audiences, specifically the media?
A. Tough negotiators use the media to communicate their concession making and flexibility to their own constituency. B. Media relations and image management may lead to positive public opinion and pressure on the other party to concede. C. When negotiators address their arguments to audiences rather than to one another, the media serves as both an audience and a communication vehicle to reach other audiences. D. All of these statements are true of communicating through the media.