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When Marcus Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV,he was told the agency had no such car on the lot and that it had no record of him making a reservation.The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away.Lowery personally drove him to the other agency,knocked 20 percent off the rental fee,handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas.Ross's experience at Enterprise is an example of which type of service encounter incident?
Benjamin Whorf
An American linguist known for his hypothesis that the structure of a language affects its speakers' cognition and worldview.
Allen Gardner
An American psychologist known for his work in teaching sign language to chimpanzees, notably a chimp named Washoe.
Beatrix Gardner
A psychologist known for her work with sign language in non-human primates, particularly with a chimpanzee named Washoe.
David Premack
A psychologist known for the Premack Principle, which suggests that more probable behaviors can reinforce less probable behaviors.
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