Recall That John Darley and Daniel Batson (1973)conducted a Study

question 179

Multiple Choice

Recall that John Darley and Daniel Batson (1973) conducted a study in which participants were provided the opportunity to help when they were on their way to deliver a brief speech on the Good Samaritan or on another topic.These researchers found that ____ because ____.

• A)seminary students were more likely to help a man slumped in a doorway; they remembered the Golden Rule
• B)participants in a hurry were less likely to help; they didn't notice the man slumped in the doorway
• C)participants who scored higher on empathy were more likely to help; they could take the suffering man's perspective
• D)participants who were to discuss the Good Samaritan were more likely to help; the norm of charity was more accessible

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Definitions:

Customer Service

The support and assistance provided by a company to those people who buy or use its products or services.

Service Recovery

The actions a company takes to correct a problem that a customer has encountered with its service, aimed at restoring customer satisfaction.

Customer Service

The direct interaction between a consumer making a purchase and a representative of the company that is selling it.

Order Management

The process of tracking and fulfilling sales orders, involving the stages from order receipt, processing, packaging, to shipment and delivery.