Sometimes When One Calls a Customer Service Center, One Is

question 125

Multiple Choice

Sometimes when one calls a customer service center, one is put on hold; one does not know how long it will be before the holding behavior is reinforced by the response of an associate, and it doesn't matter what one does in the meantime. Holding a phone line is reinforced on a _____ schedule.

• A)fixed-interval
• B)fixed-ratio
• C)variable-interval
• D)variable-ratio

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Definitions:

Chronic Positive Affect

A persistent state of positive emotional experience and mood over an extended period of time.

Theory Of Planned Behavior

Theory to explain how intentions predict behaviors.

Social Norms

Implicit or explicit rules that govern the behavior of members within a society, indicating what is considered acceptable or unacceptable.

Health Belief Model

A psychological model that attempts to explain and predict health behaviors by focusing on the attitudes and beliefs of individuals.