Molly,a customer service representative for an insurance company,was rude to a confused and agitated customer who called the help line.The customer immediately contacted Molly's supervisor and lodged a complaint.Molly's supervisor then reprimanded Molly and recorded the incident in Molly's file.Molly vowed to herself to never make that mistake again "even if the caller is a lunatic." This is an example of

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The scenario describes the law of effect, which states that behaviors that are followed by positive consequences are more likely to be repeated in the future, while behaviors that are followed by negative consequences are less likely to be repeated. Molly received negative consequences (reprimand and record in her file) for her behavior, which led to her vowing to never make that mistake again.

Molly,a Customer Service Representative for an Insurance Company,was Rude to a Confused