Jennette handles customer complaints at a small stationary company, and noticed that customers tended to complain about just a few products. Jennette e-mailed her manager a proposal requesting customer support software to help them track the issues, and they got a free trial of the software. After a few months, the system did not seem to be saving her time, and her manager said this would be too expensive. Jennette decided to abandon the software, and use a spreadsheet to track customer complaints instead. By finding a new solution, Jennette demonstrated which ability?
A) productive forgetting
B) product innovation
C) cognitive dissonance
D) extrinsic motivation

Question

Quizplus · Accepted Answer

Productive forgetting involves letting go of methods or tools that are not effective to embrace new, more efficient solutions. Jennette demonstrated this by moving away from the software that wasn't saving time or proving cost-effective, and adopting a simpler, more manageable solution with a spreadsheet.

Jennette Handles Customer Complaints at a Small Stationary Company, and Noticed