Customers Shop Longer When a Positive Employee Laughs or Smiles

question 41

Multiple Choice

Customers shop longer when a positive employee laughs or smiles at them, making them feel happy. This passing of emotions to customers is called ________.

• A) emotional contagion
• B) positivity offset
• C) cognitive dissonance
• D) framing effect
• E) bandwagon effect

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Definitions:

NLRA Protection

Refers to the legal safeguards for employees' rights to organize and bargain collectively, established by the National Labor Relations Act.

Demographics

Statistical data relating to the population and particular groups within it, often used to identify market trends and economic policies.

Representation Election

A vote held among employees to determine whether they wish to be represented by a labor union in dealings with their employer.

No Solicitation Rule

Workplace rules implemented by employers to limit or prohibit solicitation (including union solicitation) during work hours and in work areas.