As Chris Arrives at the Airport, He Decides That Instead

question 15

Multiple Choice

As Chris arrives at the airport, he decides that instead of waiting in line to check-in he will use the automated check-in kiosk.He types in the information requested by the kiosk and his boarding pass is printed within seconds.This exemplifies the growing trend of

• A) customer service.
• B) self-service.
• C) customer intimacy.
• D) operational excellence.

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Definitions:

Zajonc's Drive

A theory proposing that the mere presence of others enhances individual performance on simple or well-learned tasks but hinders performance on complex or new tasks.

Triplett

Refers to Norman Triplett's early social psychology experiment that identified the phenomenon of social facilitation, where the presence of others enhances performance on simple tasks.

Synergy

The interaction or cooperation of two or more organizations, substances, or other agents to produce a combined effect greater than the sum of their separate effects.

Mere-Effort Model

A theory suggesting that the mere effort of trying to achieve something can enhance the motivational value of the goal.