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"Combine the Pain" Is an Application of Behavioral Science to Service

question 56

True/False

"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.


Definitions:

Legal Fees

Charges for the advice and services provided by lawyers, solicitors, or other legal professionals.

Public Support

The backing or endorsement from the general public or specific societal groups for an idea, policy, or entity.

Management Rights

The legal and implied rights of employers to make decisions regarding the operation of their businesses, including hiring, work assignments, and organizational policies.

Yellow Dog Contracts

Employment agreements where the worker agrees not to join a labor union as a condition of employment, mainly historical and now illegal in the US.

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