"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.

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Definitions:

Statutory Assignment

A legal transfer of a right from one party to another, made under and governed by statutory law.

Negotiable Instrument

A written document guaranteeing the payment of a specific amount of money either on demand or at a set time.

Fraudulent Misrepresentation

A false statement made knowingly, without belief in its truth, or recklessly, carelessly whether it is true or false, with the intent that someone else would rely on it and suffer loss.

Intentionally Misleading

Deliberately providing false or deceptive information.