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

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Definitions:

Marginal Cost

The expense associated with manufacturing an extra unit of a product or service.

Monopolistic Competition

refers to a market structure where many firms sell products that are similar but not identical, each having some control over its price.

Product Differentiation

The process of distinguishing a product or service from others, to make it more attractive to a particular target market.

Barriers to Entry

Factors that make it difficult for new firms to enter an industry, such as high startup costs or strict regulations.