Sometimes when one calls a customer service center, one is put on hold; one does not know how long it will be before the holding behavior is reinforced by the response of an associate, and it doesn't matter what one does in the meantime. Holding a phone line is reinforced on a _____ schedule.

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Quizplus · Accepted Answer

A fixed-interval schedule would reinforce the holding behavior only after a set amount of time has passed, which is not the case in customer service centers as the time one spends on hold can vary greatly. A fixed-ratio schedule would reinforce the holding behavior only after a set number of times one has been put on hold, which is also not applicable in this scenario. A variable-ratio schedule would reinforce the holding behavior after a random number of times one has been put on hold, which is also not applicable in this scenario. Therefore, the best choice is variable-interval, as the reinforcement (response from an associate) occurs randomly and unpredictably.

Sometimes When One Calls a Customer Service Center, One Is