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Charles Is a Customer Service Representative for a Home Improvement

question 34

Multiple Choice

Charles is a customer service representative for a home improvement store. He has creative ideas about how to increase customer satisfaction. Charles's talents will be most likely to be used in a firm that:


Definitions:

Scientific Method

A systematic process for investigating phenomena, acquiring new knowledge, or correcting and integrating previous knowledge, based on empirical or measurable evidence.

Functional Fixedness

A cognitive bias that limits a person to using an object only in the way it is traditionally used.

Representative Heuristic

A mental shortcut that involves making judgments based on how well something matches existing prototypes or stereotypes in our minds.

Heuristics

Mental shortcuts or rules of thumb that simplify decision making, often leading to a solution that is good enough rather than perfect.

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