A symptom of depersonalization is attitudinal exhaustion

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist. This is an example of which of the following factors leading to customer switching behavior?

A) service encounter failure B) core service failure C) response to service failure D) involuntary switching E) competition

Regarding a powerful negotiator's use of power and the social and cognitive effects that it can

have on the negotiator, which of the following statements is most true? A) Power increases negotiators' feelings of control over outcomes outside of their actual influence abilities. B) Power makes people behave in a risk averse manner. C) Powerful negotiators are more thorough in their collection of information and engage in increased "self-monitoring." D) Powerful negotiators are less likely to divulge their interests in a negotiation.