At WestJet, Front-Line Employees Have the Right to Issue Travel

question 59

Multiple Choice

At WestJet, front-line employees have the right to issue travel credits to customers they feel have not been treated properly. This is an example of

• A) punishment.
• B) management by objectives.
• C) positive reinforcement.
• D) negative reinforcement.
• E) empowerment.

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Definitions:

Practical Social Psychology

The application of social psychological principles to practical issues and real-world problems to improve human interactions and society.

Remedial Social Psychology

An area of social psychology focused on understanding and addressing social problems and fostering positive social change.

Learned Helplessness

A condition of a human or animal that has learned to behave helplessly, failing to respond even though there are opportunities for it to help itself by avoiding unpleasant circumstances or by gaining positive rewards.

Expectancy Theory

A psychological theory suggesting that an individual's motivation to engage in an activity is influenced by their expectations of the outcome and the value they place on that outcome.