"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:

Physical Reactions

Changes in the state or properties of matter that do not involve a change in its chemical composition, such as melting, freezing, and evaporating.

Chemical Reactions

Processes by which substances interact to form new substances with different chemical compositions and properties.

Energy

The capacity to do work, existing in multiple forms such as kinetic, potential, thermal, electrical, chemical, nuclear, and more, crucial in all aspects of life and technology.

Biological Action

The processes and activities carried out by living organisms including growth, reproduction, and response to the environment.