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 who 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 front-counter workers who smile in response to humiliating customer behavior report feeling less anger and frustration than those who do not. Therefore, the best choice for Jessie would be to smile at the customers, even though it may be difficult in the moment. This could help her cope with the situation and feel better overall. The other options such as walking off the job, yelling at the customers, or inviting them to talk to management are not effective strategies for dealing with customer humiliations.

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