In some cultures, one’s status is not dependent on accomplishments. Instead, the status is derived from who a person is: their lineage, schooling, intellect, etc. This type of culture stresses this dimension: 

“I need my personal space” would be a statement made concerning which cultural aspect:

In designing a service recovery system, managers should consider the following elements: 

An airline passenger arrives at the airport and wants to check-in for her flight. She approaches a machine which allows her to enter some data in order to retrieve her reservation, print a boarding pass and a luggage tag. This type of SST is known as:

The “gig economy” can present some challenges from the workforce viewpoint. Which is not a challenge:

A culture in which rules abound and people tend to be very regimented and structured. People in these cultures tend to have a desire to control the future and/or their destinies.

Facing a service failure, a customer might engage in _______. This is a process whereby they think of what the service provider could / should / would’ve done in order to prevent this issue. 

An SST allows for entertainment (e.g. games), connecting with other customers, and other fun features is known to be high on:

A service organization can involve customers in which way?

A hotel chain request customer feedback in creating the design and amenities to be included in the room of the future. This is an example of