The Process of Customers Leaving One Waiting Line to Join

question 22

Multiple Choice

The process of customers leaving one waiting line to join another in a multiple-server (channel) configuration is called:

• A) jockeying.
• B) reneging.
• C) balking.
• D) preempting.

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Definitions:

Fundamental Attribution Error

A cognitive bias where people overly attribute others' actions to their personality or disposition rather than to external factors.

Situational Influences

The impact of external environmental factors on an individual's behavior, choices, and attitudes at a given moment.

Dispositional Influences

Characteristics or traits of individuals that influence their behaviors and attitudes.

Fundamental Attribution Error

The tendency to overestimate the influence of personality and underestimate the influence of situations when explaining other peoples' behaviors.