Pay TV One Industry with a Reputation for Less­than­stellar Customer Service Is

question 126

Multiple Choice

Pay TV
One industry with a reputation for less­than­stellar customer service is that of the nation's pay­TV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars
and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves,
rather than simply acting as listeners.
-Refer to Pay TV. Providing free satellite television to call reps after three months of employment is an example of a(n) ____.

• A) extrinsic reward
• B) absolute reinforcement
• C) valence motivator
• D) intrinsic reward
• E) overreward

Discuss the concept of "state paternalism" and its manifestations.

Compare the influence of religious beliefs on legal outcomes in medical ethics.

Assess the significance of recognizing patient autonomy in medical ethics.

Evaluate ethical considerations regarding the use of placebos in medicine.

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Definitions:

Freudian Psychology

A branch of psychology that focuses on unconscious desires and conflicts, as theorized by Sigmund Freud.

Unconscious Conflicts

Mental struggles that originate in the unconscious mind, often from repressed emotions or desires.

Generous

Showing a readiness to give more of something, as money or time, than is strictly necessary or expected.

Cognitive Neuroscience

The study of the neural mechanisms underlying cognitive functions such as perception, memory, and language.