Customer Service Representatives (CSRs) Often Conceal Their Frustration When Serving

question 24

Multiple Choice

Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer.This behavior from the CSRs is an example of:

• A)emotional labor.
• B)cognitive response.
• C)cognitive dissonance.
• D)judgmental evaluation.
• E)emotional attribution.

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Definitions:

Flooding

An overflow of water that submerges land which is usually dry, often caused by heavy rainfall or melting snow.

Incidence

The occurrence, rate, or frequency of a disease, crime, or something else undesirable.

Individualistic Countries

Societies or nations that prioritize the autonomy and personal goals of the individual over the collective goals of the group or community.

Latin America

A region in the Western Hemisphere that includes countries in South America, Central America, and the Caribbean where Romance languages are spoken.