Jessie has a position as a front-counter worker at a fast-food chain. She often endures putdowns by older customers and ridicule by teens that go to the same school as her. Based on Reiter's research, how will Jessie most likely respond to these humiliations?
A) walk off the job
B) yell at the customers
C) smile at the customers
D) invite the customers to talk to management

Question

Quizplus · Accepted Answer

Reiter's research suggests that individuals in service roles, like Jessie, are likely to respond to humiliations or negative customer interactions with a strategy known as "service with a smile." This approach involves maintaining a positive demeanor and smiling at customers, regardless of how they are treated, as a way to uphold the service standards expected in their role.

Jessie Has a Position as a Front-Counter Worker at a Fast-Food