Sally Works as a Customer Care Executive at a Telecom

question 29

Multiple Choice

Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally?

• A) illusory correlation
• B) emotional dissonance
• C) positive affect
• D) emotional selection
• E) positivity offset

---

Definitions:

Database

A structured collection of data stored in a computer system, allowing for easy access, management, and updating of the data.

Human Resource Information System

A human resource information system is an integrated and increasingly automated system for maintaining a database regarding the employees in an organization.

Transaction Processing

Transaction processing involves the collection, processing, and storage of transactions through technology systems to ensure consistency and reliability in business operations.

Fleishman Job-Analysis

A method of job analysis focusing on the abilities and skills needed to perform a job, developed by Edwin Fleishman.